Role Overview
As a ServiceNow Senior Developer, you will lead the evolution and management of a core enterprise platform, ensuring it continues to meet business needs with secure, efficient, and future-ready solutions. Your work will directly influence how services are delivered, supported, and improved across IT, customer service, and business operations.
Key Responsibilities
- Configure, extend, and refine ServiceNow modules including Customer Service Management, IT Service Management, Service Portfolio Management, IT Operations Management, and AI Assist capabilities
- Participate in development sprints to deliver robust, maintainable features while minimizing technical debt and avoiding over-customization
- Ensure all development adheres to compliance standards such as GDPR and meets defined performance and security benchmarks
- Collaborate with architects and developers on platform upgrades, version control, and rollout of new functionalities
- Help define sprint planning and contribute to backlog refinement, working within an Agile delivery framework
- Establish quality criteria for user stories and enhancements, ensuring consistency and reliability in delivery
- Support integration efforts through API design and implementation with internal and external systems
- Advance AI-driven initiatives, particularly in adopting and expanding AI Assist features across workflows
- Partner with the Head of ServiceNow and broader development team to align technical direction with strategic goals
- Engage cross-functionally with IT, Data, and Business Systems teams to ensure platform cohesion
- Work directly with business stakeholders to understand evolving requirements and translate them into effective solutions
- Contribute to customer-facing innovations such as self-service portals and digital experiences
- Support internal champions and user forums to promote best practices and platform adoption
Required Qualifications
- ServiceNow Certified System Administrator (CSA)
- Proven experience with ITIL frameworks and service management processes
- At least three years of hands-on ServiceNow development and administration
- Strong analytical and troubleshooting abilities with attention to detail
- Ability to work both independently and collaboratively within a team environment
- Excellent communication skills, with experience engaging both technical and non-technical audiences
- Demonstrated problem-solving skills in complex technical environments
Preferred Qualifications
- Familiarity with Agile software development methodologies
- ServiceNow Certified Agile Practitioner (desirable but not required)
Technical Environment
ServiceNow platform, CSM, ITSM, SPM, ITOM, AI Assist, REST/SOAP APIs, Agile/Scrum delivery, version control systems, integration patterns.
Work Environment
This role supports hybrid working with strong flexibility. Remote work is fully enabled, allowing team members to maintain balance and productivity from any location. The organisation invests in modern tools and infrastructure to support distributed collaboration.
Benefits
- 25 days annual leave plus bank holidays and an additional day off for your birthday
- Flexible working arrangements — all requests are considered with fairness and transparency
- Remote-first culture with full virtual support and top-tier technology provided
- Life assurance equal to four times your annual salary
- Health cash plan for medical expenses
- Retail discounts and lifestyle perks through major national providers
- Access to leading-edge software and hardware to support your role
Culture and Growth
The organisation values empowerment, professional development, and a balanced approach to work. Teams are collaborative and forward-looking, with clear pathways for career progression. Employees are trusted to manage their responsibilities with autonomy, supported by a culture that prioritizes well-being and innovation.
