SNOW Admin – Kings Cross

Music is Universal     It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email Uni
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* Job Summary:

** We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audio-visual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

The Service Now Administrator reports into the Sr. Director, Service Engineering & collaborates with the existing Service Now team, UMG IT Service Owners, Service Now Architect, Analysts, and external vendors to deploy, manage and administer UMG’s Service Now instances by effectively overseeing the configuration, development, upgrades, enhancements, and compliance with best practices of various Service Now modules.

This position will be responsible for the ongoing health, performance and optimization of UMG’s Service Now platform and implement protocols, policies and procedures to manage and maintain the platform to ensure optimal performance, alignment with business requirements, and a seamless user experience.
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* Job Functions:

*** Platform Administration:
Configure, customize, and maintain the Service Now platform, which includes managing user roles, permissions, access controls, workflows, and forms. Monitor system stability and performance metrics to prevent service degradation or interruption.
* Module Expertise:
Support and maintain key Service Now modules e.g., ITSM, ITOM, HRSD, CSM, Sec Ops, ITAM and other custom applications based on the company’s need.
* Service Now Updates:
Plan and execute platform upgrades, patches, and new releases to ensure compatibility and performance, including sandbox testing and deployment. Conduct regular system health checks and performance tuning.
* Incident and Request Management:
Ensure timely and effective resolution of Service Now-related incidents, service requests, and escalations. Provide technical support and troubleshooting for Service Now-related issues.
* Data Integrity and Reporting:
Ensure data accuracy within the platform and create reports and dashboards to facilitate informed business decision-making.
* User Support and Training:
Provide user support, troubleshooting, and training to promote effective adoption and adherence to best practices.
* Integration Management:
Collaborate with IT/business teams to manage integrations between Service Now and other enterprise tools and systems.
* Documentation:
Maintain clear and up-to-date documentation of configurations, workflows, system changes, knowledge articles and other docs.
* Service Improvements:
Identify system deficiencies and recommend solutions for continual service improvement. Maintain Service Now industry best practices. Stay current with Service Now updates and new features.…