ServiceNow Product Specialist

Join Police Digital Service as a Service Now Product Specialist

The Service Now Product Specialist is responsible for the holistic management, optimisation, and continuous improvement of the Service Now platform operated by PDS on behalf of national policing. This role combines strategic product management with hands‑on operational expertise, ensuring the platform not only aligns with business objectives but is also robust, secure, and efficiently administered.

To protect people from harm in our rapidly changing world, police services must not only keep up with technology and business changes but develop capabilities and ways of working that will enable them to adapt to and deal with the complexity of modern criminality.

Police Digital Service strives to be the go‑to partner for technology developments and programmes across UK policing. Our team provides technical advice and delivers services to help policing and law enforcement organisations across the UK prioritise and focus on technology efforts.

Our vision is to support UK policing to keep people safe, get more from technology investments and make better use of public money, and we’re always on the lookout for great talent to help us achieve this.

• We value People
• We do the right thing
• We are innovative
• We are one Team
• We are proud and passionate

• Balance is important and we want you to take time off to recharge - we offer 28 days’ annual leave plus bank holidays, rising to 30 days after 5 years of service. Holiday Purchase also available
• Flexible working hours - We trust you to do your job and we appreciate that life doesn’t always fit around a 9 to 5 workday. We operate core hours of 10 to 4, Monday to Friday (37hr week)
• We care about your well‑being - we have an EAP that offers not just welfare benefits but also retail discounts
• Plan for the future - we offer an excellent pension scheme and life assurance cover
• Put your mind at rest regarding your health - offering remote GP, mental health and physiotherapy appointments via video consultation
• Family - Enhanced maternity and paternity pay along with a flexible return to work
• Community - one paid day off per year for volunteering

You can find out more here:

Benefits - Police Digital Service ()

• Oversee the end-to-end management of the Service Now platform, including demand management, backlog prioritisation, and the delivery of enhancements, defect fixes, and technical changes.
• Develop and maintain the Service Now roadmap in collaboration with business stakeholders, ensuring alignment with organisational objectives and service delivery needs.
• Act as the primary liaison with Service Now and external partners, ensuring platform strategy, delivery quality, and compliance with operational and security standards.
• Work closely with Sec Ops teams to ensure the platform is managed securely, proactively identify and address vulnerabilities, and maintain compliance with organisational security policies and procedures.
• Ensure that administrative, development, and configuration activities adhere to Service Now and industry best practices.
• Plan, coordinate, and execute Service Now upgrades, including impact assessments, regression testing, stakeholder engagement, and post‑upgrade support.
• Lead and facilitate agile delivery processes including sprint planning, sprint reviews, and daily scrums, balancing agile cadence with ongoing operational responsibilities.
• Support and, where appropriate, undertake development activities, including the creation or modification of Service Now modules, forms, workflows, and integrations.
• Produce and publish clear, user‑focused release notes outlining enhancements, defect fixes, and other release content for national stakeholders.

• Proven experience in product management or ownership, ideally with enterprise IT platforms such as Service Now, and a track record of delivering new system features and improvements.
• Hands‑on expertise in Service Now administration, configuration, and development, with broad technical knowledge including ITSM, workflow…