ServiceNow Technical Consultant (Managed Services)

FlyForm is seeking a self-motivated individual with the experience to deliver the best possible outcomes for our managed service customers. You will continue to learn and gain accreditations on the ServiceNow platform, providing a trusted service as you shape your career path towards becoming the best in the industry.

As a Technical Consultant in our Managed Services team, you’ll work closely with other Technical Consultants, Team Leads, SDM’s and Customer Support Consultants, to ensure our clients have a positive experience and service. Alongside supporting and maintaining our clients’ ServiceNow platforms (think patching, cloning etc..) you’ll also get the chance to work on a variety of exciting projects such as upgrades, integrations, and minor enhancements.

• Provide a first-class service to internal and external customers.
• Work in a collaborative and close-knit team to respond to customer requests and incidents.
• Development of minor enhancements to customer ServiceNow environments, adhering to recognised and agree development lifecycle methodologies.
• Run customer enhancement review meetings to establish and scope out work to be release within the given development cycle.
• Provide advice on alternative options, risks, and the associated impact to the business and technical solutions.
• Conduct meetings and calls with process owners to sign-off requirements, discuss changes and ensure appropriate testing.
• Identify opportunities and provide additional value to our customers and work closely wit FlyForm account managers to progress.
• Agree and provide ongoing platform maintenance to customer environments including patching, cloning and family upgrades.
• Work to support the entire managed service team for success including ticket management, platform maintenance and addressing skills gaps.

• Previous experience with ServiceNow Development or Administration
• Proven experience as a ServiceNow Consultant, Developer or Admin, on medium to large ServiceNow platforms with excellent customer communication skills.
• Experience of working in a SaaS environment.
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.
• Knowledge of disciplined software release build/deploy processes such as SIM methodology.
• Ability to effectively communicate with all levels of the organisation.
• Knowledge of integrating with internal and external applications and systems.
• Ability to demonstrate analytical and problem-solving skills with excellent verbal, written and time management skills.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks around key technical decisions during project delivery.
• Thorough understanding of ITIL processes, such as Incident, Problem, Configuration Management, Problem and Event Management.

• ITIL Foundation certified.
• Certified ServiceNow System Administrator.
• Certified ITSM, ITBM, CSM or ITOM Implementation Specialist.
• Knowledge of JavaScript, HTML, CSS and good web design practices.
• Knowledge or experience of Agile or SCRUM methodologies.
• Experience in design and build of web services integrations.
• Experience of working in Public Sector organisations.
• Currently SC Cleared or the ability to obtain SC Clearance.