Applications Analyst; ITSM

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.
  Educated to A level in a relevant discipline, Demonstrable experience of working in an application support environment (at least 2 years experience).
• Demonstrable proficiency in JavaScript and the configuration, development and administration of the Service Now platform.
• Demonstrable experience of reviewing Service Now configuration and JavaScript, providing technical guidance and ensuring development teams adhere to platform best practices and agreed coding standards.
• Experience of working in a pressurised situation during tight project deadlines or operational incidents.
• Evidence of working in a mixed managed environment with a 3rd party IT Partner (preferably offshore).
• Team player with a strong emphasis on providing excellent customer service
  Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

• 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

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and…