Senior Software Engineer

Senior Service Now Developer

Client: Major UK Retail Organisation

Platform: Service Now

Focus: CMS Architecture, Service Portal 3.0, Integrations, Technical Leadership

Role Overview

The Senior Service Now Developer will take a technical leadership role within the Service Now CMS and Service Portal programme, working closely with the Lead Digital Architect, Business Analysts, UX/UI teams, and BAU stakeholders.

This role combines hands‑on development
, solution design
, integration architecture
, and team leadership
, ensuring solutions are scalable, secure, and aligned with enterprise and retail business needs.

Key Responsibilities Solution Design & Architecture

• Work with the Lead Digital Architect to produce:
• Solution Design documentation
• Technical Architecture documentation
• CMS implementation designs
• Service Portal 3.0 release designs
• Ensure designs align with Service Now best practices and my clients standards.

Development Leadership

• Lead the technical implementation of Service Now CMS and Service Portal solutions.
• Delegate and oversee development tasks across junior and mid-level developers.
• Ensure consistent code quality, performance, and maintainability across the team.

Business & UX Collaboration

• Work closely with Senior Business Analysts and UX/UI stakeholders to:
• Validate and refine user stories
• Ensure acceptance criteria fully cover functional and non‑functional requirements
• Provide technical input into backlog refinement and sprint planning.

Integration Design & Delivery

• Design and oversee integrations supporting CMS functionality
  , including:
• Twilio (Whats App) integrations
• Data source transformations (XLS, APIs, external feeds)
• Ensure integrations are secure, scalable, tested, and well‑documented.

BAU Handover & Dev Ops Engagement

• Establish strong relationships with BAU teams.
• Lead handover activities, ensuring BAU has:
• Complete technical documentation
• Operational understanding of the solution
• Promote a Dev Ops‑style engagement
  , involving BAU early where appropriate.

Governance & Compliance

• Complete mandatory Post Office compliance training
  .
• Complete Change Excellence Framework training where applicable.
• Ensure adherence to Post Office change methodology
  , agreeing variations with the Change Portfolio Office when required.

Technical Skills & Experience Essential

• Extensive Service Now development experience
  , particularly CMS & Service Portal
• Strong hands‑on expertise in JavaScript, HTML, CSS
• Experience producing solution and technical design documentation
• Proven experience designing and delivering Service Now integrations
• Strong understanding of Agile, Dev Ops, and enterprise delivery models

Desirable

• Experience with Twilio (Whats App) integrations
• Data transformation experience (XLS imports, APIs, middleware)
• Experience working in large retail or regulated environments

Leadership & Soft Skills

• Proven ability to mentor and delegate to development teams
• Strong stakeholder communication skills
• Ability to balance hands‑on delivery with strategic design responsibilities
• Proactive approach to risk, quality, and technical debt management

Key Deliverables & Success Measures

• Approved solution and technical architecture documentation
• High‑quality, scalable CMS and Service Portal implementations
• Successful delivery of integrations supporting business outcomes
• Smooth transition to BAU with documented, supportable solutions
• Compliance with governance, change, and training requirements

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