Job Description The Enterprise Service Management team are collaborating with all business functions to leverage best practice, shared services and technology platforms. We are implementing ServiceNow as our enterprise service management solution to standardise processes and drive efficiency across all areas. Reporting to the Head of Service Design and Transition, this role will focus on embedding curated business professional knowledge into ServiceNow. Managed content will enhance service delivery through greater operational rigour, faster onboarding and, critically, enable AI to respond to routine queries. This will significantly reduce time and effort across all functions currently spent on repetitive tasks. Who you will work with Service Management Team Wider IT Team Business Users of Custom Applications What you will be responsible for Operational Intelligence Work with functions to identify the operational intelligence and knowledge they need to operate their services. Work with the knowledge management team to capture and maintain the identified operational intelligence within ServiceNow and look to leverage AI tools to make the information readily available to teams and colleagues. Work with functions to monitor and analyse the usage of their operational intelligence, identifying gaps and opportunities for improvement. Data Insights Collaborate with Business Professional & Data teams to leverage ServiceNow analytics and reporting capabilities, enabling data-driven insights into the Firm's use of operational intelligence that facilitate targeted interventions and demonstrate continuous service improvement. What you will do Operational Intelligence Engage with functional teams to gather and refine operational knowledge requirements. Integrate and maintain operational intelligence within ServiceNow, using AI tools to enhance accessibility. Analyse usage patterns of operational intelligence and identify areas for enhancement. Data Insights Use ServiceNow analytics and reporting tools to generate actionable insights. Support data-driven decision-making and continuous improvement initiatives through targeted analysis. How we will support you From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.