Senior Technical Analyst - ServiceNow

Senior Technical Analyst - Service Now

Band E - £41,380 - £45,000

Swindon, Newport, or Stockton-on-Tees – flexible and hybrid working options

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

We’re expanding the established Service Now (ITSM) team in response to a major Government transformation programme and have an exciting opportunity for an experienced Service Now professional to become part of this.

You will be a Subject Matter Expert in Service Now CSM / ITSM or similar SaaS platform, while also understanding core IT Service Management concepts and processes such as incident and request management, problem management, Service Level Agreements and CMDB. Expertise to develop Service Now through configuration, workflows is essential, and ideally basic JavaScript.

Duties will include, but not be limited to the following:

• Administering and configuring Service Now
  • Service Now Workflow configuration and management
  • Reviewing Service Now system logs to support troubleshooting and solve user issues
  • Set up / maintain integrations such as with Solar Winds, SCCM, SNOW, Okta.
  • Working with Service Now API’s
• Deploying update sets using a standard Dev to Test to Prod pipeline, and according to business processes
• Manage the overall health and usability of the system to ensure support of customers across a wide number of business processes, including asset management, Finance, Security and Operations
• Contribute and participate in project work, planning, continuous improvement and platform changes, often owning work from idea to delivery
• Drive continuous improvement of the service, including suggesting future improvements / products that could provide efficiencies. Get buy in from Product owner and Stakeholders
• Monitor daily updates on Service Now, assess the impact of the service and provide communications to key stakeholders (i.e. Service Desk, customers)
• Maintain up to date skills and knowledge to be shared within the team across the entire Service Now toolset
• Ensure the service complies with security requirements in conjunction with the data protection and security teams.
• Create documentation including operating procedures, policies, and processes

• Demonstrable experience in supporting Service Now infrastructure, or similar ITSM / CSM SaaS platform
• Proven experience around general ITSM / CSM principles and processes
• Previous experience of supporting a large user base of clients, which may have differing needs or goals
• Knowledge and experience of making recommendations and implementing improvements
• Ability to multi-task and to prioritise effectively, with an aptitude for knowing when issues need escalating
• Stakeholder management experience, at all levels within an organisation.
• Certification in Service Now or equivalent platform would be preferred
• Prior experience of integrations with 3 rd party platforms (e.g. Solar Winds, API’s)
• Experience of ITSM or CSM business processes
• Ability to input into and define roadmaps / backlogs

For additional information and a confidential discussion please contact our Recruitment Team on

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.