Join our journey to create a new experience for The National Lottery and help us to power change for the greater good. We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes. Purpose of Role: Leading the transition from an existing ITSM tool to Service Now Supporting development and implementation of key ITSM process and tool solutions Delivering high-quality end-to-end service to users by ensuring the correct information is collated, tickets correctly assigned and escalations are triggered at the right time. Managing change and feature enhancements to support the Technology teams and wider business Developing reporting for key service metrics. Technology Department Description: Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry Service Delivery Team Description: Delivering the key support process functions of Service Desk, Change, Release, Configuration Management, Service Transition and Patch Management Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year Ensuring end-to-end service levels to internal business users and 3rd parties are maintained to the highest standards. Key Accountabilities or Duties: Develop, design and coordinate new Service Now features and functionality on behalf of Allwyn business stakeholders Work with an implementation partner to lead development and implementation of the ServiceNow platform to enhance the efficiency and effectiveness of IT service delivery and support. Collaborate with Technology leaders, project managers, internal and external stakeholders to identify automation opportunities Develop and maintain detailed technical documentation and change roadmaps. Develop and manage relationships with external vendors and service providers to support ITSM initiatives. Continuously search for improvements in processes, enhancing software delivery and operational processes. Skills & Experience: Strong experience and detailed understanding in IT Service Management & Operational Support Models Experience as a ServiceNow Developer, Manager or Architect. Strong understanding of ServiceNow architecture, modules, workflows, forms, and integrations. ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications are preferred Strong verbal and written communication skills to convey technical concepts to both technical and non-technical audiences with a high level of accuracy Proven ability to create and maintain comprehensive technical documentation, including design specifications, configuration, and deployment guides. Demonstrated commitment to staying updated on ServiceNow trends, features, and best practices. Our goal is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes. Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Benefits 26 days paid leave (plus bank holidays) Annual bonus scheme 2 x Life Days 4 x Salary of Life Insurance Pension: we’ll match your contribution up to 8.5% Single Private Health Cover £500 Wellness Allowance Income Protection Enhanced parental leave (maternity and paternity) Eye Care, Dental and Cycle To Work schemes