Digital Apprentice (ServiceNow Administrator) - Companies House - AO

Location

Cardiff, Wales, CF14 3UZ

About the job

Job summary

Join us as a Digital Apprentice and become a key part of our digital ServiceNow team, helping colleagues across IT and the wider business work smoothly together.

You’ll be the friendly first point of contact for support - answering everyday questions, helping people get the most out of our tools, and contributing to quick, effective issue resolution.

This role really makes a difference to how colleagues communicate and work together by championing the benefits of ServiceNow, sharing updates, and working with colleagues in person and online.

You will be studying for a Level 4 Software Developer Apprenticeship with, Apprenticeship Learning Solutions (Home - ALS Training) and receiving great technical training too.  As a Companies House apprentice, you will gain a wide range of on-the-job experience whilst undertaking a two-year programme of formal training and coaching.

With dedicated time each week to study and work towards your qualification, you'll spend 4 days gaining on-the-job experience, and 1-day dedicated to completing your studies.

Want to find out more, and give yourself the best opportunity to apply?
Join our Outreach team for a virtual ‘find out more’ session, so you feel confident and supported through your application journey. No need to book beforehand, just click on this Teams link

Watch this video to find out more about working in Digital at Companies House

Companies House offers a flexible and welcoming culture that promotes a healthy work life balance as well as a proactive approach to wellbeing that allows us to be our best at work.  We recognise that people are the key to our success so offer a fantastic benefits package including flexible working with no core hours, 30 days annual leave, 8 bank holidays and 1 privilege day as well as enrolment into the Civil Service Pension scheme with a contribution rate averaging 28%.   

Find out more about what a great place Companies House is to work

Please note:

• Security Clearance is an essential requirement for this campaign.  You'll need to have been in the UK for at least 3 out of the last 5 years to be eligible to apply for SC. 
• Companies House cannot offer Visa sponsorship to candidates through this campaign. 
• This is a 2-year fixed-term role, with the potential to become permanent if you successfully complete your probation, apprenticeship, and job performance.

Please see 'Things you need to know' and 'Where will you be working' sections for information.  

Job description

As a Digital Apprentice in our ServiceNow team, you’ll play an important role in helping us keep our systems running smoothly and supporting colleagues across Companies House. You’ll learn on the job, build your technical skills, and get hands-on experience with our ServiceNow platform.

Your main responsibilities will include:

• Assisting to manage and administer team calls through first-line resolution, task management, user training, enhancement requests, and identifying and resolving defects/issues.
• Providing trend analysis to support continuous improvement and incident reduction. This includes generating reports and dashboards for managers and users to help identify high-volume or recurring errors and potential process delays.
• Engaging in testing, implementation, and training of new and existing functionality and enhancements. This will be delivered both one-to-one and in group sessions or meetings
• Contributing ideas for the development of new features and support the training associated with these enhancements.

You’ll also be involved in:

1. ServiceNow Support & Process Improvement

• Providing first line support and admin for our ServiceNow platform, looking after Incident, Task and Request calls, spotting anything that needs escalating, and keeping all calls in great shape by continuously reviewing, updating, auditing and maintaining them - making sure all follow-up actions happen.
• Working with the ServiceNow Technical Team to review and improve how effective and efficient our processes are, identifying and logging problems for prioritisation, and recommending best-practice improvements
• Helping to replace paper-driven, manual processes by providing automated ServiceNow solutions.

2. Data, Knowledge & Reporting

• Providing helpful articles, dashboards, reports and analytics, and ensuring all development work is fully audited with clear, complete testing documentation.

3. Communication & Engagement

• Handling customer interactions and supporting clear, friendly communications.
• Supporting the marketing and communication of new functionality, choosing the right formats and channels to help people understand what’s changing.
• Using our collaboration and communication tools confidently, keeping up to date with new features and building them into training and implementation plans.

4. Workshops, Events & Meetings

• Facilitating workshops, events and meetings, and recording, sharing and following up on all actions - including completing reviews.

5. Development & Delivery

• Managing end to end development of agreed form and process designs, including gathering requirements, completing testing, providing user testing environments/schedules, recording defects and agreeing go live dates with the ServiceNow Team and stakeholders – or escalating to the Team Leader where needed.

6. Learning & Team Development

• Coordinating team participation in technical training, webinars, demos and Webex sessions, inviting wider colleagues where appropriate and, when required, booking travel, accommodation and expenses.

Alongside your role, you’ll be working towards a Level 4 Software Developer qualification with one day a week dedicated to study time. It’s a great way to build your skills, gain a recognised qualification and kickstart your career in tech. 

You can read more about a career in Digital and Data within the Civil Service in the Government Digital and Data Candidate Information Pack.

Person specification

We’re looking for a Digital Apprentice who can:

• Use digital tools confidently and enthusiastically
• Communicate clearly
• Be well organised
• Work well with others
• Handle data to support colleagues with attention to detail
• Solve problems effectively always focusing on making improvements
• Be confident to facilitate or contribute to sessions such as workshops, meetings or training 

Eligibility Criteria  

There are some important things to be aware of when applying for this apprenticeship:  

• There are no age requirements for this apprenticeship – we welcome all applications.  
• If you’re shortlisted for interview, we’ll ask you to confirm your name, date of birth and National Insurance number so we can share them with our apprenticeship provider. This is only to check your eligibility for apprenticeship funding.

So that we can provide you with all of the support and training you need, you’ll be required to attend our Cardiff office for a minimum of 1 day per week.   

To be eligible for this apprenticeship, you need to: 

• Not already hold a qualification at the same level or higher than the Level 4 apprenticeship linked to this programme. For more information on qualification levels, please visit: What qualification levels mean: England, Wales and Northern Ireland - GOV.UK  
• Have achieved a GCSE grade C or higher (or equivalent) in Maths and English Language (or equivalent qualifications). We’ll ask for evidence of this before you can progress to interview.  
• Live in Wales for at least three days a week at the start of the apprenticeship and throughout its duration.  
• Not be in full-time education.
• Hold a British Passport or indefinite leave to remain status in the UK.
• Meet the Civil Service Nationality Requirements.
• Companies House cannot offer Visa sponsorship for this campaign.