Service Solutions Specialist

Location/s: Newcastle, UK

Mott Mac Donald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued.

Whatever your ambition, Mott Mac Donald is where people come to be brilliant.

Are you passionate about driving value from enterprise applications and service management platforms? Join us as an IT Solutions Specialist and play a key role in supporting, enhancing, and governing our Productivity Applications portfolio, with a particular focus on the Service Now platform.

You will be a key member of the Productivity Applications Team, providing subject matter expertise across Service Now products and services. You will take ownership of selected services within the portfolio, drive continuous improvement initiatives, and support the delivery of reliable, efficient, and business-focused solutions that enhance the employee experience and operational performance.

Success in this role requires close collaboration with Application Development, IT Operations, Asset Management, and Service Desk teams, as well as external vendors including Service Now. You will work proactively with stakeholders to identify opportunities for service enhancement, support platform adoption, and ensure services evolve in line with business and technology requirements.

This role is a key contributor to our wider digital transformation objectives, helping to improve service management capabilities, optimise productivity applications, and drive best practices across the organisation. Through your expertise and collaborative approach, you will help ensure our technology services continue to deliver value, reliability, and innovation.

We are committed to fostering a culture of continuous learning, collaboration, and professional development, where individuals are empowered to share knowledge, contribute ideas, and make a meaningful impact.

• Provide subject matter expertise and product ownership across the Service Now platform and associated productivity applications
• Take ownership of selected products and services within the Service Now portfolio, ensuring they continue to meet business requirements and deliver value
• Identify and develop short-term enhancement opportunities that improve the functionality, performance, and adoption of Service Now services
• Monitor Service Now product developments, roadmaps, and best practices through active engagement with the Service Now Community and vendor resources
• Collaborate with internal stakeholders to understand requirements, drive service improvements, and support business objectives
• Support the governance, configuration, enhancement, and ongoing optimisation of Service Now modules and workflows
• Work closely with the Change Manager to ensure all platform changes are delivered through approved change management processes
• Ensure compliance with organisational standards, policies, security…