Location: UK Remote or Cardiff (occasional travel to Cardiff office when required)
Salary: £35,000 - £45,000 pa
Perks & Benefits
* Flexible / Home Working: A large portion of FlyFormers work from home, so providing you have a strong and safe internet connection; we don’t mind where in the UK you work. We still value face-to-face interaction and celebrating success as a team, so expect some travel to our Cardiff HQ from time to time, either for key meetings or our fun quarterly get-togethers.
* Birthday Off: Alongside 25 days of annual leave (plus Bank Holidays of course) you'll also get your birthday off to celebrate.
* Private Healthcare: Full healthcare via Vitality for you and your family.
* Life Assurance: x4 your base salary.
* Enhanced Parental Leave: 13 weeks full pay, 13 weeks half pay and 13 weeks SMP for Maternity. Secondary caregivers will be provided with 4 weeks full pay for Paternity.
* Pension: We'll match what you put into your pension, up to 5%.
* Perkbox: We partner with Perkbox to help with today's cost of living, you'll get reward points each month which in turn can go towards things such as free coffees, discounts on your weekly shop or eating out at some of your favourite restaurants.
* An end of year thank you: Discretionary end of year bonuses and/or pay reviews to say thanks for all your hard work over the year.
* Certifications: Ideally you'll already have passed your CSA but if you're looking to gain more ServiceNow certifications, then we’ve got your back. We’ll fully support you with your personal development and you’ll have the opportunity to gain more certs.
The Role
As a ServiceNow MS Engineer, you’ll be a key member of our close-knit Managed Services division. Reporting to the Managed Services Team Lead, you’ll collaborate closely with other members of the team, such as Service Delivery Managers and other talented technical specialists, providing ServiceNow platform support to external and internal customers.
Alongside responding to client incidents, requests and changes to manage the backlog and ensure SLAs are met, you’ll also work on a variety of exciting projects such as upgrades, enhancement cycles and integrations. We don't expect you to have experience with every ServiceNow module, but this role will give you the exposure to multiple areas of the platform, from ITSM through to HRSD, CSM and ITOM to name a few.
Key Responsibilities
* Provide a first-class service to internal and external customers.
* Own and manage incidents and requests through to quality resolution, including full lifecycle documentation, action planning and timely follow-up against agreed SLAs.
* Provide ongoing platform maintenance to customer environments (patching, cloning and upgrades etc.)
* Provide advice to customers on alternative options, risks and the associated impact.
* Create documentation and share knowledge, setting your teammates and customers up for success.
* Development of minor enhancements to customer ServiceNow environments, adhering to recognised and agreed development lifecycle methodologies.
* Conduct meetings and calls with process owners to sign-off requirements, discuss changes and ensure appropriate testing.
Your Skills and Experience
* Previous experience in a technical support environment, with a strong understanding of the ServiceNow platform being essential.
* Experience dealing with a diverse group of customers and stakeholders, at a variety of levels.
* Proven experience as a ServiceNow Analyst, Developer or Admin, on medium to large ServiceNow platforms.
* Excellent prioritisation and time management skills, with a customer-first mindset.
* Ability to demonstrate analytical and problem-solving skills with excellent verbal and written communication skills.
* Demonstrated ability to influence stakeholders around key technical decisions during delivery.
* Understanding of ITIL processes, such as Incident, Problem, Change, Configuration and Event Management.
* Valid Certified System Administrator (CSA).
Desirable
* ITIL Foundation certified.
* Certified Implementation Specialist.
* Knowledge of JavaScript, HTML, CSS and best design practices.
* Knowledge or experience of Agile or SCRUM methodologies.
* Experience of working with or in Public Sector organisations.
* Currently SC Cleared or the ability to obtain SC Clearance.
Equal Opportunities
FlyForm is committed to promoting equal opportunities in employment. You and any candidate will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, nationality, ethnicity, religion or belief, sex, or sexual orientation.
Please let us know if you require any additional support or reasonable adjustments throughout the interview process, and we will be happy to accommodate.
#J-18808-Ljbffr