Service Tooling Manager

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data, Technology and Security (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1000 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

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In this role you will play a crucial part in looking after our ServiceNow platform, helping Defra with its objectives to protect the environment, support our world-leading food and farming industry and sustain a thriving rural economy.

You will be responsible for the administration, development, configuration and maintenance of the ServiceNow platform, ensuring its optimal performance and alignment with business needs.

You will use your expertise to integrate ServiceNow with other enterprise systems to streamline workflows and data sharing, as well as providing ongoing support and training to ensure effective use of the ServiceNow platform across the organisation.

So if you are looking for a role where you can work alongside supportive and collaborative teams to make a positive impact with your expertise, then we would like to hear from you. This opportunity would be suitable for candidates currently working in ServiceNow Administrator/Developer roles.

Please note this post requires Security Check (SC) clearance. To gain (SC) clearance all applicants are required to have been a UK resident for a minimum of 5 years. If this requirement is not met, the individual will not be able to progress their application further.

Responsibilities:

• Manage and maintain the ServiceNow platform, including user administration, system configuration, and upgrades.
• Provide software coding and development to tailor and configure ServiceNow applications and modules, including workflows, UI policies, business rules, and client scripts.
• Integrate ServiceNow with other enterprise systems using REST/SOAP APIs, MID Server, and other integration tools.
• Successfully plan, execute, monitor, control, and close all technical tasks related to the configuration and implementation of changes to the platform.
• Monitor and resolve incidents and problems related to the ServiceNow platform, ensuring minimal downtime and disruption.
• Develop and maintain items in the service catalogue, ensuring accurate and efficient request fulfilment processes.
• Implement and maintain security best practices and ensure compliance with relevant regulations and standards.
• Provide support and training to end-users and stakeholders, ensuring effective use of the ServiceNow platform.
• Maintain comprehensive documentation of configurations, customizations, and processes.

Skills and experience:

• One or more of the following: ServiceNow Certified System Administrator, Certified Implementation Specialist.
• ITIL Foundation or relevant experience.
• Considerable direct experience with ServiceNow administration, development and configuration.
• In-depth knowledge of the ServiceNow platform, including modules IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Workplace Service Delivery (WSD), HR Service Delivery (HRSD) and associated systems integrations.
• Proficiency in JavaScript, Glide API, and other scripting languages used within ServiceNow. Strong understanding of relational databases and SQL.
• In-depth knowledge of ITIL principles and practices, particularly in incident, problem, change management and the SDLC (Software Development Lifecycle).
• Excellent problem-solving skills, strong communication abilities, and the ability to work collaboratively in a team environment.

Selection process

The Civil Service marks each element of the selection process on a merit basis. You can visit the gov.uk website for further information on the Civil Service rating scale.

Ensure you have tailored your CV and Personal Statement to the 'skills and experience' section of the job advert by providing examples on how you are suitable for the role using the STAR method.

Please ensure you demonstrate clearly, within your personal statement, how you meet these requirements, as the information you provide will form a key part when the panel is scoring your application.

For further information on STAR, you can check out our Hints and Tips document.

Application process

As part of the application process, you will be assessed on your experience. This will be evaluated by looking at your CV and personal statement, so please provide the following and ensure your experience is clearly demonstrated:

A CV

A 750-word Personal Statement: Referring to the 'skills and experience' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples.

Further details around what this will entail are listed on the application form.

Sift

Sift will begin shortly after the advert closes.

Should there be a large number of applications, an initial sift will be conducted using your personal statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment or interview.

Interview

If successful at sift, you will be invited to an interview where you will be assessed on the Behaviours and Technical Skills listed below, as well as Experience.

For further details around the technical elements please see the capability framework.

Interview dates are to be confirmed. Please note that these may be subject to change.

Interviews will be held virtually on Microsoft Teams.

As part of the recruitment process you will be required to do a presentation on Testing. Full details will be provided later within the process.

For further information on Success Profiles, you can visit the links below and watch our videos on DefraJobs.

Behaviours

Experience

Technical Skills