ServiceNow Platform Specialist

Overview

We are looking for an experienced and driven Service Now Platform Specialist to join a growing professional services organisation. This role will take ownership of the day-to-day operation, enhancement, and evolution of the Service Now platform, acting as the internal authority on all platform-related matters. You’ll play a key role in delivering and supporting a newly introduced Professional Services delivery module
, alongside ongoing ownership and optimisation of the IT Service Management (ITSM) capability and existing custom solutions. This is a hands-on position offering genuine influence over how the Service Now platform is shaped and adopted across the business.

• Own the administration and operation of the Service Now platform, ensuring stability, performance, security, and resilience, including the management of users, roles, groups, and permissions.
• Lead the rollout, configuration, and long-term support of the Service Now Professional Services delivery module
  , working closely with internal stakeholders to ensure successful adoption.
• Maintain and enhance existing Service Now modules and configurations, driving continuous improvement and platform maturity.
• Design, build, and deliver Service Now solutions such as workflows, forms, dashboards, reports, portals, and system integrations that support business processes.
• Work collaboratively with stakeholders across professional services, operations, IT, HR, finance, and administration to capture requirements and translate them into effective technical solutions aligned with organisational goals.
• Manage platform upgrades, patches, and routine health checks to keep the environment current, secure, and efficient.
• Produce and maintain clear technical documentation covering configurations, processes, and user guidance, and provide training or support to users and fellow administrators when required.
• Monitor platform health and usage, investigate issues, and identify opportunities to automate processes and improve efficiency.
• Keep up to date with Service Now releases, enhancements, and best practices to ensure the platform continues to deliver maximum value.

• Demonstrable experience working as a Service Now Administrator and Developer.
• Strong understanding of Service Now architecture and core platform capabilities.
• Hands-on experience supporting and configuring the Service Now ITSM module.
• Experience with, or a solid understanding of, Service Now modules supporting professional services delivery (desirable but not essential).
• Proven capability in configuring and customising Service Now, including UI Policies, Client Scripts, Business Rules, Script Includes, ACLs, Workflows, Flow Designer, and Service Portal components.
• Experience with integrations and data import/export processes.
• Experience creating reports and using performance analytics within Service Now.
• Strong analytical and problem-solving skills with close attention to detail.
• Confident communicator, able to engage with both technical and non-technical stakeholders.
• Comfortable working independently, managing competing priorities in a fast-paced environment.
• Self-motivated, proactive, and accountable, with strong ownership of outcomes.
• Proven experience gathering requirements and managing stakeholder expectations.

• Service Now Certified Application Developer (CAD) – highly desirable.
• Additional Service Now certifications related to ITSM or professional services delivery are advantageous but not required.