ServiceNow Administrator

Location/s: Newcastle, UK
Relocation supported: Not supported, but internal applications are welcome
Recruiter contact: Laura Kennedy

Mott MacDonald

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Overview of the role

Working as an ServiceNow Administrator, you will be responsible for all employees seeking to resolve IT issues within the platform. Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients.

Key duties and responsibilities include

• Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
• Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.
• Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.
• Continually update the knowledge base to reduce resolution times for future incidents.
• Identify problems through analysing incident patterns and suggest enhancements to continually improve our services.
• Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity.
• Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance.

Candidate Specification

Essential

• Providing product ownership as a subject matter expert for products in the portfolio of services provided by the Productivity Applications Team, with an emphasis on the components of the ServiceNow product.
• To take ownership of selected products and services within the ServiceNow portfolio and develop long-term strategies for those services.
• Proactively seek out information from the ServiceNow Community to ensure that we are aware of the roadmap for the ServiceNow product suite.
• Ensure compliance with Mott MacDonald standards, policies, and regulations. To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process.
• In-depth experience of working in an IT Service Desk or Applications team.
• Broad knowledge of Productivity Applications, especially ServiceNow components, including but not limited to:
• IT Service Management
• IT Operations Management
• IT Asset Management
• ServiceNow DevOps
• IT Workflows
• Employee Workflows
• Experience of IT service management processes

Desirable

• Good experience in a Productivity Applications team as part of a multinational organisation
• Experience of ServiceNow, in particular:
• Architecture
• Licensing
• Permissions
• Data segregation
• Experience of ServiceNow modules, in particular:
• Incident
• Task
• Problem
• Change
• Membership of the ServiceNow Community or similar vendor organization
• Experience in product or service ownership
• Experience in being a subject matter expert for a product or service
• Basic Project Management skills
• Basic Business Analysis skills
• Application development skills
• ServiceNow certifications

Formal Education & Certificates

• MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable
• Business Analysis Diploma or equivalent is desirable
• PRINCE 2 Foundation level is desirable
• ITIL V3 foundation is desirable
• ServiceNow Administrator Certification

Your benefits and rewards

Our benefits vary by country and are subject to eligibility and local policy:

• Rewards and bonuses: we are owned by our people (no external investors) and through our employee ownership model success is shared through annual bonus opportunities and longer-term participation as your career grows (subject to local plan, eligibility and business performance)
• Medical insurance and life insurance as per local plan (standard and enhanced coverage may vary by country and policy).
• Annual leave in line with local policy (competitive within the market).
• Maternity leave above and beyond local provisions and paternity leave provisions where applicable
• Professional membership/ institution subscription support
• Learning and career development through project variety, technical networks and structured development opportunities.
• An inclusive culture: we’re committed to equality, diversity and inclusion, and creating a workplace where everyone feels valued and supported.