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Mott MacDonald • Newcastle, United Kingdom

IT Specialist - Process Management

2 days/week at home

A little flex time

Apply now

Job Description

Mott MacDonald

We’re a global engineering, management, and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.

A fundamental part of this is respecting each person’s differences and striving to meet their needs.

Our values: Progress, Respect, Integrity, Drive, Excellence.

About the business unit

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

Overview of role

The IT Process Specialist collaborates with a global team, spearheading strategic process improvement initiatives.

Their primary responsibilities involve maturing IT documentation and enhancing systematic processes within our primary ITSM tool, ServiceNow. They achieve this by executing an ongoing program to review, revise, and enhance processes, procedures, and work instructions in collaboration with key IT stakeholders.

Additionally, they proactively engage with IT teams, collecting insights and feedback to drive continuous improvement.

Overall, this position plays a critical role in supporting the entire IT organisation by optimizing operations through the review and establishment of industry-leading IT best practices.

Key duties and responsibilities include

  • Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilising ServiceNow’s performance analytics capabilities.
  • Improve the maturity of systematic processes by assessing current procedures in ServiceNow, pinpointing potential enhancements, and spearheading initiatives to implement these improvements.
  • Initiate proactive and innovative measures to detect gaps in the documentation process and advance the maturity of documentation.
  • Promote adherence to robust documentation standards and foster a culture of strong documentation practices.
  • Identify and assess risks associated with IT processes and proposing effective mitigation strategies.
  • Collaborate with cross-functional teams to drive project completion within the value streams.
  • Promote process excellence by researching best practices in the industry and investigating new functionalities within ServiceNow to improve, automate, and optimise processes.
  • Provide training and monitor improvements, ensuring compliance with new processes.

Candidate Specification


  • Significant experience of working in the IT Process Specialist role or similar.
  • Extensive experience in ServiceNow and its various modules and hands-on experience with ServiceNow performance analytics.
  • Excellent knowledge of ITSM processes.
  • Ability to create systematic and user-friendly documentation of policies, processes, and work guides.
  • Proficiency in translating business processes through diagrams and workflows.
  • Excellent working understanding of information technology and its application to business issues.


  • Experience with agile methodologies.
  • Proficient in Project Management.
  • Experience in being a subject matter expert for modules in ServiceNow such as the continuous improvement, feedback, service operations workspace, problem, request, and incident modules.
  • Experience of working in a global organisation.
  • ITIL v3 or V4 qualified.

Personal Attributes

  • Passionate about technology and learning.
  • Highly self-motivated and directed.
  • Ability to balance demands and priorities and think clearly under pressure.
  • Attention to detail and a focus on quality.
  • Excellent conflict resolution, communication, and collaboration skills.
  • Logical and analytical approach to solving problems.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.


We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Agile working

Happy to talk Flexible Working and how we can support your responsibilities beyond the workplace.

We offer some fantastic benefits including:

  • Pension matched up to 7%
  • Life insurance
  • An annual professional institution subscription
  • Continuous development opportunities – because we want you to thrive
  • Agile/flexible working – because life isn’t 9-5
  • Enhanced parental leave; shared parental leave policies – for parents and care givers
  • Annual bonus scheme
  • Flexible benefits that suit you, including ability to buy/sell annual leave entitlement, cycle to work & interest free season ticket loans
  • Wellbeing support including access to an independent Employer Assistance Scheme, wellbeing champions and access to learning and support resources
  • Access to our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability and parents/carers communities
  • The opportunity to make a difference; learn more about our social outcomes

Apply now, or for more information about our application process, click here.

Company benefits

Open to part-time employees
Adoption leave – 26 weeks full pay
Open to part time work for some roles
Buddy scheme
Flexible working week
Enhanced sick pay
Dental coverage
Compassionate leave
Health assessment
Eye Care Support – Eyecare vouchers
Private GP service – Private Medical care for all UK staff
Season ticket loan
Theme park discounts
Religious celebration leave
Buy or sell annual leave
Accrued annual leave
Caregiver Leave
Enhanced maternity leave – 26 weeks
Enhanced paternity leave – 2 weeks
Shared parental leave – We match up to 24 weeks full pay
Pregnancy loss leave
Tax-free childcare
In office yoga classes
Cycle to work scheme
Faith rooms
Salary sacrifice
Life assurance
Annual pay rises
Pension match/increase
Life insurance
Annual bonus
Income protection
Employee discounts
Professional subscriptions – We pay for your primary professional annual subscription
Lunch and learns
Employee assistance programme
L&D budget
Teambuilding days
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at Mott MacDonald

Company employees

18,000 worldwide

Gender diversity (male:female)


Office locations

UK Wide; London, Croydon, Birmingham, Derby, Altrincham, Manchester, Whitehaven, Newcastle, Middlesbrough, Durham, Bristol, Southampton, Reading, Cambridge, Peterborough, Brighton, Norwich, Glasgow, Edinburgh, Aberdeen, Inverness, Cardiff, Newport, Exeter, Leicester, Leeds, Skipton, York

Hiring Countries

United Kingdom

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