Applications Analyst; ITSM

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City:
Cardiff

Address:

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 9213

Work Type Permanent

Job Function IT

Salary Range £47,492.00-£54,618.00

Base South East Hub

Closing date Sunday 8th November 2026 at 23:59

You will manage and support Service Now and a portfolio of business-critical applications, working with stakeholders, suppliers and technical teams to keep them secure, compliant, supportable and aligned with business needs.

As part of the team, you will ensure system issues are resolved within agreed SLAs.You will manage application changes and releases, ensuring clear communication, appropriate governance and safe, timely delivery. You will explain new features, support implementation decisions and use agreed delivery methods, including Agile where appropriate.

You will oversee the workload and quality of offshore Service Now development resources.

You will help maintain roadmaps and support life cycles for Service Now and assigned applications, coordinating patching to meet Digital Security Policy. You will own Service Now design and collaborate with colleagues on supporting systems.

You will work with DCWW’s IT Framework Partners, providing guidance and governance through ITIL processes.

• Provide end-to-end support and management for Service Now and any assigned applications, including monitoring, incident and problem resolution, dashboards, and standby support where required.
• Configure and develop Service Now solutions using platform configuration tools and scripting, maintaining Service Now designs and ensuring solutions align with business requirements and agreed technical, security, coding and architectural standards.
• Provide technical oversight of work delivered by the Service Now team and third-party developers, managing assigned work effectively through agreed delivery methods, including Agile, and assuring the quality of configuration and code.
• Plan and deliver application changes, upgrades and patches in line with change, testing, and release processes, ensuring appropriate test coverage, documentation, governance approval and safe transition into service.
• Maintain application roadmaps with business and vendor stakeholders, identifying risks and ensuring applications remain current, supportable and aligned with Digital strategy.
• Ensure applications and integrations have effective support models and adhere to security, licensing and maintenance controls.
• Manage suppliers and partners through regular service reviews, effective governance and ITIL processes, representing at groups such as the Change Assurance
• Board and Design Authority and ensuring timely, reliable and cost-effective service delivery.
• Maintain knowledge articles and technical documentation, and sustain relevant Service Now and application expertise through appropriate learning and professional development.
• Build collaborative relationships with business owners, colleagues and third parties to promote service excellence, optimise system use, contribute to improvement plans and support business cases for proposed changes.

The following are essential requirements for the recruitment of the role:

Qualifications

• Educated to A level in a relevant discipline

Experience

Knowledge & Skills

• Application support
• Good knowledge and understanding of ITIL management protocols and procedures
• Agile delivery
• Supplier and vendor management
• Excellent interpersonal skills including the ability to influence across the organisation, the confidence to represent Application Support, including public speaking
• Team player with a strong emphasis on providing excellent customer service

If you would like further information on this role, please contact

As well…