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Senior Technical Analyst - ServiceNow
Digital & Information
Swindon, Newport, or Billingham - hybrid working options
Band E: £41,380 - £52,197 per annum DOE
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.
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.
Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that's why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us.
The Senior Technical Analyst role sits within the Productivity, Identity and Service Management group, which is comprised of 10 team members, ranging from long time veterans, to apprentices and recent internal promotions.
You will be the Subject Matter Expert in ServiceNow CSM or similar ITSM / CSM SaaS platform, while also understanding core IT Service Management concepts and processes. Such as, incident and request management, problem management, Service Level Agreements, CMDB. Expertise to develop ServiceNow through configuration, workflows and ideally JavaScript would be beneficial.
You must be proactive at developing the capabilities of the ServiceNow platform and drive the adoption of the services, whilst also providing technical support to customers. They should also be prepared to actively contribute to the ongoing development of the ITSM / CSM team.
Responsibilities include, but are not limited to:
* Experience with ServiceNow, or similar ITSM / CSM SaaS platform
* Deploying update sets for your configuration changes using a standard Dev to Test to Prod pipeline
* Managing 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, i.e:
o ServiceNow Workflow configuration and management
o Experience reviewing ServiceNow system logs to support troubleshooting and user issues
o Integrations such as SolarWinds, SCCM, SNOW, Okta.
o Working with ServiceNow API's
* Contribute and participate in project work and platform changes
* Retain a proactive awareness and knowledge across the ServiceNow platform and wider CSM landscape
To do this role well you will need:
* Demonstrable experience in supporting ServiceNow 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.
* Educated to at least GCE A level, SCE Higher grade (or equivalent qualifications) or proven comparable work experience
Submitting an application
If you wish to apply for this vacancy, you must submit your application by midnight on Wednesday 19th March 2025.
You must submit a CV and covering letter as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.
We reserve the right to close the vacancy early if we receive a high volume of quality applications.
Things you need to know
To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.
Working pattern
This role is available on a Full Time basis, working Monday to Friday, 37 hours per week. Core hours are between 8:30 - 17:30.
In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.
Benefits
* A generous annual leave allowance
* Flexible working and family friendly policies
* Excellent defined benefit pension scheme
* Cycle to work scheme
* Season ticket loans
* Employment Assistance Programme
* Childcare scheme and on-site nursery (at our Swindon office)
Inclusion, accessibility, and adjustments
As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.
For additional information, to discuss reasonable adjustments, or if you'd like a confidential discussion please contact our recruitment specialists.
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