Senior ServiceNow Developer
Client: Major UK Retail Organisation
Platform: ServiceNow
Focus: CMS Architecture, Service Portal 3.0, Integrations, Technical Leadership
Role Overview
The Senior ServiceNow Developer will take a technical leadership role within the ServiceNow CMS and Service Portal programme, working closely with the Lead Digital Architect, Business Analysts, UX/UI teams, and BAU stakeholders.
This role combines hands-on development, solution design, integration architecture, and team leadership, ensuring that solutions are scalable, secure, and aligned with enterprise and retail business needs.
Key Responsibilities
Solution Design & Architecture
* Work with the Lead Digital Architect to produce:
* Solution Design documentation
* Technical Architecture documentation
* CMS implementation designs
* Service Portal 3.0 release designs
* Ensure designs align with ServiceNow best practices and my clients standards.
Development Leadership
* Lead the technical implementation of ServiceNow CMS and Service Portal solutions.
* Delegate and oversee development tasks across junior and mid-level developers.
* Ensure consistent code quality, performance, and maintainability across the team.
Business & UX Collaboration
* Work closely with Senior Business Analysts and UX/UI stakeholders to:
* Validate and refine user stories
* Ensure acceptance criteria fully cover functional and non-functional requirements
* Provide technical input into backlog refinement and sprint planning.
Integration Design & Delivery
* Design and oversee integrations supporting CMS functionality, including:
* Twilio (WhatsApp) integrations
* Data source transformations (XLS, APIs, external feeds)
* Ensure integrations are secure, scalable, tested, and well-documented.
BAU Handover & DevOps Engagement
* Establish strong relationships with BAU teams.
* Lead handover activities, ensuring BAU has:
* Complete technical documentation
* Operational understanding of the solution
* Promote a DevOps-style engagement, involving BAU early where appropriate.
Governance & Compliance
* Complete mandatory Post Office compliance training.
* Complete Change Excellence Framework training where applicable.
* Ensure adherence to Post Office change methodology, agreeing variations with the Change Portfolio Office when required.
Technical Skills & Experience
Essential
* Extensive ServiceNow development experience, particularly CMS and Service Portal
* Strong hands-on expertise in JavaScript, HTML, CSS
* Experience producing solution and technical design documentation
* Proven experience designing and delivering ServiceNow integrations
* Strong understanding of Agile, DevOps, and enterprise delivery models
Desirable
* Experience with Twilio (WhatsApp) integrations
* Data transformation experience (XLS imports, APIs, middleware)
* Experience working in large retail or regulated environments
Leadership & Soft Skills
* Proven ability to mentor and delegate to development teams
* Strong stakeholder communication skills
* Ability to balance hands-on delivery with strategic design responsibilities
* Proactive approach to risk, quality, and technical debt management
Key Deliverables & Success Measures
* Approved solution and technical architecture documentation
* High-quality, scalable CMS and Service Portal implementations
* Successful delivery of integrations supporting business outcomes
* Smooth transition to BAU with documented, supportable solutions
* Compliance with governance, change, and training requirements