What you’ll be doing
1. You will already be an SME for Service Now – and you will be bringing these skills to an experienced team.
2. Increase and develop ITSM / CMDB skills within existing team
3. You will be the lead SME for Service Now Asset Management and CMDB in the Secure Platforms team
4. Requirements capture with Stakeholders
5. Design and Build of Application based upon requirements
6. Make modifications to existing code or develop completely new modules of moderate complexity
7. Provide updates and estimates during the development and deployment cycle
8. Update design and support documentation
9. Work collaboratively with other teams to solve problems
10. Perform onboarding functions to enable smooth and effective transition of new contracts onto the platform.
11. Ensure the prompt resolution of incidents, keeping the customer informed throughout and informing your colleagues / manager as appropriate.
12. As required, produce an executive summary of major incidents keeping senior management informed of the progress of key customer impacting incidents.
13. Identify cost saving opportunities within an application (e.g. Vendor, License, Waste).
14. Identify and document risks, making line manager or Application lead aware, and continue to assist with resolution. Validate submitted risks into the risk register, and own risk entry.
Skills
15. Service Now experience and certification
16. CMDB and Asset Management experience
17. Software Engineering experience
18. Experience of working in a technical support team
19. Technical aptitude
20. Problem Solving skills
21. Stakeholder Management experience
22. Working within a customer facing environment
23. Being part of a technical support team
24. Experience working with Service Now or a similar ITSM platform
25. Experience of CMDB / Asset Management design and implementation
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Benefits
26. Competitive salary
27. 25 days annual leave (plus bank holidays)
28. 10% on target bonus
29. Life Assurance
30. Pension scheme
31. Direct share scheme
32. Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
33. 50% off EE mobile pay monthly or SIM only plans
34. Exclusive colleague discounts on our latest and greatest BT broadband packages
35. BT TV with TNT Sports and NOW Entertainment
36. 30% discount for friends and family on EE mobile pay monthly and SIM only plans