IT Solutions Specialist

Are you passionate about driving value from enterprise applications and service management platforms? Join us as an IT Solutions Specialist and play a key role in supporting, enhancing, and governing our Productivity Applications portfolio, with a particular focus on the ServiceNow platform. 

You will be a key member of the Productivity Applications Team, providing subject matter expertise across ServiceNow products and services. You will take ownership of selected services within the portfolio, drive continuous improvement initiatives, and support the delivery of reliable, efficient, and business-focused solutions that enhance the employee experience and operational performance. 

Success in this role requires close collaboration with Application Development, IT Operations, Asset Management, and Service Desk teams, as well as external vendors including ServiceNow. You will work proactively with stakeholders to identify opportunities for service enhancement, support platform adoption, and ensure services evolve in line with business and technology requirements. 

This role is a key contributor to our wider digital transformation objectives, helping to improve service management capabilities, optimise productivity applications, and drive best practices across the organisation. Through your expertise and collaborative approach, you will help ensure our technology services continue to deliver value, reliability, and innovation. 

We are committed to fostering a culture of continuous learning, collaboration, and professional development, where individuals are empowered to share knowledge, contribute ideas, and make a meaningful impact. 

Key Responsibilities 

• Provide subject matter expertise and product ownership across the ServiceNow platform and associated productivity applications. 

• Take ownership of selected products and services within the ServiceNow portfolio, ensuring they continue to meet business requirements and deliver value. 

• Identify and develop short-term enhancement opportunities that improve the functionality, performance, and adoption of ServiceNow services. 

• Monitor ServiceNow product developments, roadmaps, and best practices through active engagement with the ServiceNow Community and vendor resources. 

• Collaborate with internal stakeholders to understand requirements, drive service improvements, and support business objectives. 

• Support the governance, configuration, enhancement, and ongoing optimisation of ServiceNow modules and workflows. 

• Work closely with the Change Manager to ensure all platform changes are delivered through approved change management processes. 

• Ensure compliance with organisational standards, policies, security requirements, and governance controls. 

• Create and maintain knowledge articles, operational procedures, and technical documentation to support service delivery and user adoption. 

• Provide peer training, mentoring, and knowledge sharing to enhance team capability and platform understanding. 

• Work effectively with vendors and suppliers, particularly ServiceNow, to maximise service value and resolve platform-related issues. 

• Contribute to the continuous improvement of IT service management processes and operational practices. 

Key Performance Indicators 

• Business engagement and stakeholder satisfaction metrics 

• Achievement of IT service management KPIs, including Incident, Service Request, Problem, Change, Availability, and Capacity Management 

• Creation, quality, and adoption of Knowledge Base articles 

• Delivery of peer training and knowledge-sharing initiatives 

• Internal customer satisfaction and service experience 

• Successful delivery of projects and work packages within agreed timescales, budgets, and quality standards 

• Continuous improvement of products and services within the ServiceNow portfolio 

• Yearly performance review outcomes 

Candidate Specification:

Essential: 

• Proven experience working within an IT Service Desk, Applications, or Service Management environment. 

• Strong knowledge of Productivity Applications, with expertise in ServiceNow technologies and capabilities. 

Experience working with ServiceNow components, including: 

• IT Service Management (ITSM) 

• IT Operations Management (ITOM) 

• IT Asset Management (ITAM) 

• ServiceNow DevOps 

• IT Workflows 

• Employee Workflows 

• Strong understanding of IT service management processes and industry best practices. 

• Excellent stakeholder engagement and communication skills, both written and verbal. 

• Ability to build effective working relationships across technical and business teams. 

• Strong analytical, evaluative, troubleshooting, and problem-solving skills. 

• Proven ability to manage multiple priorities and perform effectively under pressure while meeting service level agreements. 

• Motivated team player with a collaborative and customer-focused approach. 

Desirable: 

• Experience with additional ServiceNow capabilities including: 

• HR Service Delivery (HRSD) 

• Strategic Portfolio Management (SPM) 

• Custom Applications 

· Knowledge of ServiceNow architecture, licensing, permissions, and data segregation. 

· Experience supporting ServiceNow modules including: 

• Incident 

• Task 

• Problem 

• Change 

• Membership of the ServiceNow Community or similar vendor-led organisation. 

• Experience acting as a Product Owner, Service Owner, or Subject Matter Expert for enterprise applications or services. 

• Basic Project Management skills. 

• Basic Business Analysis skills. 

• Application development and configuration experience. 

• ServiceNow certifications beyond the Administrator level. 

• Familiarity with ITIL service management frameworks and best practices. 

• ServiceNow Certified System Administrator (minimum requirement) 

• Microsoft Office 365 certification, MCSA, MCSE, or equivalent (desirable) 

• Business Analysis qualification or equivalent (desirable) 

• ITIL V4 Foundation certification (desirable)