Tooling Manager (ServiceNow) - NS&I - G6

Location

Durham, North East England, DH1 1SL : Lytham St Anne's, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : Southwark, London (region), SE1 9HA

About the job

Job summary

This is a key role within the Enterprise Service Management Team (ESM) reporting to the Assistant Director ESM as part of their senior leadership team.   The role holder will provide NS&I technical leadership and will be the Product Owner for the ServiceNow platform which is being introduced as part of our Transformation Programme.  They will ensure alignment with NS&I business goals and maximise value for NS&I via the tooling.  This will involve working with our strategic suppliers and ServiceNow partner to onboard our suppliers and run our services through the application. They will be responsible also assisting NS&I in making strategic decisions utilising ServiceNow.  The role bridges NS&I business and technical stakeholders with supplier technical teams to help drive innovation, adoption, and continuous improvement across the ServiceNow ecosystem.

Job description

This role will own technical development, configuration and requirement setting on behalf of NS&I for the NS&I Single Instance of the ServiceNow platform.

The role involves collaborating and leading NS&I business and technical stakeholders in conjunction with supplier technical teams to drive positive outcomes and materialisation of the platform benefits throughout the ServiceNow ecosystem.

The role will maintain oversight and provide assurance of configuration, maintenance, development and customisation of the NS&I ServiceNow platform and work with the process owners and supplier managers to maintain the required NS&I documentation.

The ServiceNow Product Owner will lead Continuous Improvement by identifying and driving forward appropriate requirements and tooling additions to aid the efficiencies for the service delivery across the NS&I business including ServiceNow platform, workflow and reporting improvements.

Acting as SME to ensure NS&I staff have the appropriate input to changes to the NS&I ServiceNow platform including onboarding and offboarding of suppliers into the NS&I SIAM ecosystem.

Adding SME assurance to NS&I business to any solutions proposed for the NS&I ServiceNow applications.

Work with suppliers to monitor and resolve incidents and problems related to the ServiceNow platform, ensuring minimal downtime and disruption.

Work with the suppliers and Business Supplier Managers to ensure ServiceNow upgrades are in line with the contractual requirements, agree timescales for deployments to the application and ensure appropriate NS&I testing and governance is applied.

Chair and run the Tooling Working Group across Suppliers and Stakeholders in regard to said innovations and enhancements as well as resolution of problems and issues.

Contribute to future procurement strategy by leading any packages related to tooling and ServiceNow novation or changes.

Person specification

Essential experience

• In-depth knowledge of ServiceNow platform and key modules ITSM and ITOM. 
• Experience of ServiceNow IRM and SPM modules would also be helpful.
• Direct experience of administration and configuration of ServiceNow core platform.
• Ability to support ServiceNow end-users and provide appropriate tooling training.
• Knowledge of the scripting languages and integrations used within a ServiceNow platform across a multi-supplier environment.
• Experience of working with suppliers in a multi-supplier environment, preferably in a SIAM engagement.
• In-depth knowledge of ITIL principles and practices – in particular incident, problem, change, release management and Software Development Lifecycle (SDLC) supported by Agile principles.
• Understanding of other ITSM Tooling in the market or experience of using another tooling.

Required qualifications

• ITIL Foundation.
• ServiceNow Certified System Administrator.
• Additional ServiceNow Implementation Certifications are desirable.

Essential skills

• Experience of ServiceNow IRM and SPM modules would also be helpful.
• Strong communication skills, excellent problem-solving skills and the ability to work collaboratively within a team.
• Understanding of other ITSM Tooling in the market or experience of using another tooling.

Essential technical knowledge

• In-depth knowledge of ITIL principles and practices – in particular incident, problem, change, release management and Software Development Lifecycle (SDLC) supported by Agile principles.
• Scripting languages and integrations used within a ServiceNow platform across a multi-supplier environment.

Qualifications

Required qualifications
• ITIL Foundation.
• ServiceNow Certified System Administrator.
• Additional ServiceNow Implementation Certifications are desirable.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• Technical knowledge
• Technical knowledge
• Technical knowledge