Senior Staff Specialist ServiceNow

Job Description:

We are seeking a strategic and technically skilled ServiceNow Platform Owner to oversee the development, implementation, and management of the ServiceNow platform within our organisation. The ServiceNow Platform Owner will serve as the primary point of contact, ensuring the platform aligns with business objectives, supports processes, and delivers value to stakeholders. This role combines technical expertise, leadership, and strategic vision to ensure the optimal operation and evolution of the ServiceNow ecosystem.

Key Responsibilities:

• Platform Strategy and Governance

. Define and execute the long-term strategy and roadmap for the ServiceNow platform in line with business goals.

. Serve as the subject matter expert and visionary for ServiceNow capabilities, ensuring the platform meets current and future needs.

. Establish governance processes, policies, and standards to manage platform changes, upgrades, and integrations.

. Collaborate with stakeholders to prioritise enhancements, fixes, and feature rollouts.

• Implementation and Development

. Oversee end-to-end implementation of new modules, upgrades, and enhancements within the ServiceNow platform.

. Lead and manage ServiceNow developers, administrators, and third-party partners to deliver high-quality technical solutions.

. Act as a key decision-maker in design, customization, and development decisions.

• Operational Management

. Act as the primary owner for the health, performance, and security of the ServiceNow platform, ensuring high availability and reliability.

. Oversee platform licensing, compliance, and lifecycle management.

. Lead efforts to maintain and configure the platform, including regular upgrades, patching, and system optimisation.

• Stakeholder Engagement

. Act as the central liaison between business stakeholders, IT teams, and external vendors to gather requirements and translate them into platform solutions.

. Partner with teams across the organisation to drive adoption of ServiceNow modules and optimise their use.

. Continuously assess the platform's effectiveness and communicate its value proposition to business leaders and end-users.

• Innovation and Continuous Improvement

. Stay updated on new ServiceNow releases and functionality to identify opportunities for innovation and improvement.

. Proactively recommend solutions and enhancements to improve user experience, automate processes, and maximise ROI.

. Drive proof-of-concept initiatives to explore and implement cutting-edge ServiceNow functionality in the organisation.

Qualifications:

• Education and Experience

. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

. 5+ years of experience working with the ServiceNow platform, including implementation, administration, or development.

. Experience in ITSM/ITIL-basedprocess design and deployment (ITIL Foundation certification is a plus).

. Demonstrated experience leading cross-functional teams in technology projects.

• Technical Skills

. Proficiency in configuring and developing within ServiceNow, including creating modules, forms, workflows, reports, and dashboards.

. Strong understanding of ServiceNow modules (e.g., ITSM, ITOM, ITBM, HRSD, CSM, SecOps, etc.) and their capabilities.

. Knowledge of system integrations using APIs, web services, or middleware.

. Familiarity with scripting languages such as JavaScript, Glide, JSON, and AngularJS.

• Soft Skills

. Exceptional leadership and stakeholder management skills, with the ability to influence and align teams around shared goals.

. Strong problem-solving and decision-making abilities with a focus on delivering outcomes.

. Excellent communication and collaboration skills in explaining complex technical concepts to non-technical stakeholders.

. Passion for innovation,user-centric design, and continuous improvement.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA), Implementation Specialist, or Application Developer certification.
• Experience with Agile or Scrum development methodologies.
• Strong understanding of enterprise IT infrastructure and cloud platforms.

Key Performance Indicators (KPIs):

• Successful delivery of ServiceNow platform upgrades, features, and solutions on time and within scope.
• Platform availability, stability, and performance metrics.
• Stakeholder satisfaction and adoption levels across teams.
• Impact of automation and innovation efforts in reducing manual workload or driving efficiency.