ServiceNow Systems Administrator

The ServiceNow System Administrator is responsible for the day-to-day administration, maintenance, and continuous improvement of the Telefónica Tech UK&I ServiceNow instance. This role involves supporting both internal usage and customer-facing elements of the instance. The administrator will ensure the platform operates efficiently, remains secure, and meets business requirements.

Key Responsibilities

Platform Administration & Maintenance

• Manage and maintain the ServiceNow platform, ensuring optimal performance and availability.
• Implement and enforce security best practices, including access control and role-based permissions.
• Perform system upgrades, patching, and performance tuning.
• Troubleshoot and resolve issues related to workflows, integrations, and system performance.

Configuration & Development

• Configure ServiceNow modules, applications, and workflows based on business needs.
• Develop and customise forms, fields, UI policies, business rules, and client scripts.
• Work with the wider team to implement enhancements and new functionalities.
• Assist in the design and configuration of integrations between ServiceNow and other business applications.

Customer-Facing & Internal Support

• Provide support for internal teams and external customers using the ServiceNow platform.
• Manage service requests, incidents, and changes related to the ServiceNow instance.
• Ensure customer portals, dashboards, and reports meet user requirements.

Process Improvement & Best Practices

• Work closely with wider teams to identify and implement process improvements.
• Ensure compliance with ITIL and industry best practices.

Stakeholder Collaboration

• Engage with business stakeholders to gather requirements and provide ServiceNow solutions.
• Collaborate with external vendors and ServiceNow support to resolve complex issues.
• Participate in ServiceNow governance meetings and contribute to strategic planning.

Technical Skills

• Proven experience as a ServiceNow System Administrator.
• Strong understanding of ServiceNow modules such as ITSM, ITOM, CSM, and integrations.
• Proficiency in ServiceNow scripting (JavaScript, GlideScript, Flow Designer).
• Experience with ServiceNow APIs and integration methods (REST, SOAP, MID Server).
• Knowledge of ITIL principles and service management best practices.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a proactive approach to issue resolution.

Qualifications & Certifications

• ServiceNow System Administrator certification (required).
• ITIL v4 Foundation certification (preferred).
• Additional ServiceNow certifications (e.g., Application Developer, Implementation Specialist) are a plus.

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.