- Company Name
- Freshfields
- Job Title
- ServiceNow Engineer
- Job Description
-
Job Title: ServiceNow Engineer
Role Summary:
Design, configure, and enhance the enterprise ServiceNow platform across core modules (ITSM, Service Catalogue, HR, ITOM, App Engine). Deliver scalable, integrated solutions, troubleshoot incidents, maintain documentation, and lead continuous improvement and upgrade initiatives within an agile environment.
Expectations:
- Work collaboratively with engineers, product owners, and stakeholders to produce high‑quality ServiceNow deployments.
- Deliver solutions that meet business needs, adhere to ITIL best practices, and support platform scalability.
- Maintain clear technical documentation, share knowledge, and contribute to the ServiceNow roadmap.
Key Responsibilities:
- Design and configure custom workflows, forms, business rules, and integrations for ITSM, Service Catalogue, HR, ITOM, and App Engine modules.
- Integrate ServiceNow with external tools such as Microsoft Teams, Azure DevOps, and other enterprise applications.
- Troubleshoot, diagnose, and resolve technical issues; support incident and problem resolution processes.
- Create and update technical documentation, knowledge base articles, and user guides.
- Participate in continuous improvement activities, roadmap planning, and upgrade strategies for the ServiceNow platform.
- Collaborate in an agile, delivery‑focused team environment, attending stand‑ups, sprint reviews, and retrospectives.
Required Skills:
- Hands‑on experience building and maintaining ServiceNow solutions in an engineering or development capacity.
- Strong understanding of ITSM processes and the ITIL framework.
- Proven ability to configure and customize ServiceNow workflows, forms, business rules, and integrations.
- Familiarity with modern development tools (e.g., Azure DevOps).
- Excellent written and verbal communication skills; able to engage both technical and non‑technical stakeholders.
- Detail‑oriented, proactive, and service‑focused mindset.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related discipline (or equivalent professional experience).
- ServiceNow certifications (Certificate of ServiceNow Administration – CSA, and/or Certificate of ServiceNow Application Development – CAD) are advantageous.
- ITIL Foundation certification is desirable.
Manchester, United kingdom
Hybrid
05-03-2026