Help Shape Our ServiceNow Future
We're looking for a hands-on ServiceNow Administrator with strong technical skills and a practical approach to supporting, developing and improving our enterprise platform.
At The University of Manchester, ServiceNow — known internally as Connect — supports essential services across IT, HR, Security and other areas of the University. With ITSM, HRSD, Security Incident Response and self-service capabilities already in place, we're focused on transforming and maturing the platform, improving existing services and expanding its reach across the University.
This is a varied technical role, combining platform administration and troubleshooting with developing new functionality, automation and integrations. Working alongside experienced colleagues in a supportive team, you'll tackle interesting technical challenges, contribute to designing reliable, maintainable solutions and help shape the platform's future.
You'll also have opportunities to broaden your ServiceNow expertise while delivering improvements that make a real difference to staff and students.
Key Responsibilities
- Administer, maintain and support ServiceNow, investigating and resolving incidents, issues and support requests.
- Configure, develop and enhance ServiceNow functionality, including workflows, forms, catalogues, portals and automation.
- Develop and maintain scripts, integrations and solutions using ServiceNow development tools, APIs and web services.
- Test, troubleshoot and document changes, following agreed development standards and best practices.
- Support platform maintenance activities, upgrades, testing and ongoing improvements.
- Work with colleagues and stakeholders to understand requirements, design appropriate solutions and deliver improvements that are practical, effective and maintainable.
- Contribute to knowledge sharing, technical documentation and continuous improvement across the team.
What We're Looking For
We're particularly interested in people with strong practical technical skills, good problem-solving abilities and a willingness to keep learning as the platform evolves.
Essential Skills & Experience
- Hands-on experience supporting, administering or developing ServiceNow or a comparable enterprise service management platform.
- Good understanding of platform functionality, configuration and development principles, preferably within ServiceNow.
- Understanding of ITIL principles and service management processes, and the importance of following established procedures.
- Experience troubleshooting technical issues, testing changes and maintaining reliable systems.
- Ability to manage competing priorities, work collaboratively and communicate effectively with technical and non-technical colleagues.
- A proactive approach to learning, problem-solving and sharing knowledge.
Desirable Skills & Qualifications
- ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD) or other ServiceNow certifications.
- Experience with ServiceNow applications such as HRSD, ITSM, CSM, Service Portal, Employee Centre or other platform capabilities.
- Experience with REST/SOAP APIs, Active Directory/LDAP, SQL and third-party integrations.
- ITIL Foundation certification and familiarity with Agile delivery methodologies.
- Technical skills in JavaScript, scripting, workflow automation, web technologies and integrations.
Make an Impact
You'll be joining a supportive, collaborative team with opportunities to expand your ServiceNow knowledge, work across different areas of the platform and contribute directly to improving services across the University.
We're looking for someone who enjoys getting stuck into technical challenges, takes pride in delivering quality work and wants to help us make Connect better for everyone who uses it.
Our benefits include:
- Generous employer contribution pension
- 29 days annual leave plus bank holidays, along with Christmas closure
- Ride to work and EV car scheme available
For more information, please see University of Manchester Benefits. You can also find information on our Flexible and Hybrid working here.
We are an open place of enquiry and challenge. We embrace and celebrate difference, diversity and debate, and we pride ourselves on being a place of education, learning and community where we are able, within the law, to question and test received wisdom, express new ideas and explore controversial or unpopular topics and opinions. Find out more from our Freedom of Speech Policy.
Enquiries about the role, shortlisting and interviews
Name: George Wadsworth
Email Address: gerorge.wadsworth@manchester.ac.uk
General enquiries and administrative support: recruitmentservices.people@manchester.ac.uk
Technical and job portal support
https://jobseekersupport.jobtrain.co.uk/support/home
Applications close at midnight on the closing date.
Further particulars (with person specification) linked below.
