ServiceNow Systems Administrator

Overview

Telefónica Tech (part of the Telefónica Group) is a leading Next Gen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs:
Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through:
Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our Next Defense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

The Service Now System Administrator is responsible for the day-to-day administration, maintenance, and continuous improvement of the Telefónica Tech UK&I Service Now instance. This role involves supporting both internal usage and customer-facing elements of the instance. The administrator will ensure the platform operates efficiently, remains secure, and meets business requirements.

• Platform Administration & Maintenance
  • Manage and maintain the Service Now platform, ensuring optimal performance and availability.
  • Implement and enforce security best practices, including access control and role-based permissions.
  • Perform system upgrades, patching, and performance tuning.
  • Troubleshoot and resolve issues related to workflows, integrations, and system performance.
• Configuration & Development
  • Configure Service Now modules, applications, and workflows based on business needs.
  • Develop and customize forms, fields, UI policies, business rules, and client scripts.
  • Work with the wider team to implement enhancements and new functionalities.
  • Assist in the design and configuration of integrations between Service Now and other business applications.
• Customer-Facing & Internal Support
  • Provide support for internal teams and external customers using the Service Now platform.
  • Manage service requests, incidents, and changes related to the Service Now instance.
  • Ensure customer portals, dashboards, and reports meet user requirements.
• Process Improvement & Best Practices
  • Work closely with wider teams to identify and implement process improvements.
  • Ensure compliance with ITIL and industry best practices.
• Stakeholder Collaboration
  • Engage with business stakeholders to gather requirements and provide Service Now solutions.
  • Collaborate with external vendors and Service Now support to resolve complex issues.
  • Participate in Service Now governance meetings and contribute to strategic planning.

Technical Skills

• Proven experience as a Service Now System Administrator.
• Strong understanding of Service Now modules such as ITSM, ITOM, CSM, and integrations.
• Proficiency in Service Now scripting (JavaScript, Glide Script, Flow Designer).
• Experience with Service Now APIs and integration methods (REST, SOAP, MID Server).
• Knowledge of ITIL principles and service management best practices.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a proactive approach to issue resolution.

Qualifications & Certifications

• Service Now System Administrator certification (required).
• ITIL v4 Foundation certification (preferred).
• Additional Service Now certifications (e.g., Application Developer, Implementation Specialist) are a plus.

At Telefónica Tech
, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.

Be yourself with us, and feel that you belong.

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.

We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including Toget Her (Women s network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.