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ServiceNow System Administrator JD

The role involves administering the ServiceNow platform that UK Parliament is adopting for IT service management. Key responsibilities include configuring the platform according to ITIL processes, ensuring users and support teams can access it appropriately, managing upgrades, and identifying enhancements. As a new capability, the role requires quickly adding value and learning fast. It may include future management duties as the platform evolves.

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80 views3 pages

ServiceNow System Administrator JD

The role involves administering the ServiceNow platform that UK Parliament is adopting for IT service management. Key responsibilities include configuring the platform according to ITIL processes, ensuring users and support teams can access it appropriately, managing upgrades, and identifying enhancements. As a new capability, the role requires quickly adding value and learning fast. It may include future management duties as the platform evolves.

Uploaded by

poojasardanaa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Supporting a thriving Parliamentary democracy

Job Description

Job Title: ServiceNow System Administrator

Directorate: Technology

Banding: A2

Reporting To: ServiceNow Platform Owner

The Role
ServiceNow is being adopted by UK Parliament as its IT Service Management Platform. Your role will
be to ensure that all IT services and associated attributes such as SLAs and priorities are correctly
configured onto ServiceNow, as required by ITIL processes e.g., Incident and Change Management. It
will be your job to ensure that ServiceNow is configured to enable user base, support teams and
suppliers to access and perform actions according to their role. This enables Parliamentary services to
be used, supported and managed to the right priority.

As a System Administrator, you will design, develop and configure the ServiceNow platform as we
transform the services PDS provides by automating manual processes through the development of
digital workflows. This will involve experience of configuration of workflow processes and will
require proficiency in JavaScript.

You will perform the day-to-day administration of the ServiceNow platform, manage lifecycle upgrades
and provide support to end users. You’ll proactively identify platform enhancements to maximise value,
working with colleagues across the Digital Service and beyond to enable both Houses of Parliament to
meet their strategic and business objectives.

This is a new capability for Parliament and you will need to add value at pace. You will be a
self-starter with the ability to hit the ground running and a propensity to learn fast.

This role may have future line management responsibilities, as the platform evolves.

Key Responsibilities
 Set-up, configuration and day-to-day administration of the ServiceNow platform including
conducting changes to the platform e.g., overseeing integration with new systems
 Responsible for error identification and remediation and ensuring that system and database
management conforms to policy and standards
 Provides support to end user, support teams and suppliers (including adding users) that are
involved in IT Service Management
 Manages lifecycle of change of Software versions of ServiceNow, plans and implements
upgrades and conversions
 Manages instance security including password standards, user/group access, access control
rules and auditing
 Monitors and maintains the agreed levels of availability, security, performance and operational
capability of ServiceNow
 Day-to-day management of the product service backlog: actively limiting work in progress,
removing blockers and prioritising the flow of work to ensure that the user need is paramount
in all delivery
 Proactive identification and execution of platform enhancements to maximise value, inputting
into roadmaps and continual improvement plans for the platform ‘Advanced’ automation
including workflow and system integration
 Technical governance to ensure a seamless user experience that aligns with the platform
design strategy. Responsible for technical documentation, compliance with all agreed UK
Parliament policies and that key controls are kept up to date
 Builds excellent collaborative relationships with key internal stakeholders, external suppliers and
partners in addition to representing technology and/or PDS through positive contribution
at forums and industry groups relevant to networks

The above list of key responsibilities is not exclusive or exhaustive and the post holder will be required
to undertake such tasks as may reasonably be expected within the scope and banding of the post.

About Us
The Parliamentary Digital Service, a joint department of both Houses of Parliament, provides
technology and intranet services to all Parliamentary users. It is also responsible for the strategic
direction of Parliament’s digital offering through Parliament's Digital Strategy and the delivery and
management of parliamentary digital platforms, including the website. We support Parliament through
our team of over 450 dedicated and professional digital colleagues.

Our Values
The post holder will be expected to operate in line with the Parliamentary Digital Service workplace
values which are:
Care – Caring for ourselves, each other, and the people who use our services
Confidence – Believing in the value of what we do and showing pride in our work
Community – Working together as one team and building communities to share skills and expertise
Curiosity – Learning, listening, and challenging to be the best at what we do

The Requirements
Criterion 1 - System Administration Experience

Significant knowledge and experience of designing, developing and configuring ServiceNow


with hands-on experience of day-to-day technical platform administration, support and
maintenance.

Criterion 2 - Technical Background

With a solid technical background and understanding of the following: cloud and virtual
platform solutions, networking technologies, Desktop OSs (Windows 10, MacOS), Server OSs
(Windows Server, Linux), Mobile OS (Windows, Android, iOS), PowerShell scripting,
administration of Active Directory Services, Public Key Cryptography, administration of
certification authority services, DNS (internal, external) and JavaScript.

Criterion 3 - Problem Solver

Innovative, collaborative and delivery-focused, with a demonstrable background of using


technology to automate and address business problems.

Criterion 4 - Relationship and Influencing Skills

Strong interpersonal skills with the ability to work inclusively, establishing positive working
relationships and influencing people at all levels within the organisation including a challenging
customer base.

Criterion 5 - ServiceNow and Service Management Experience

Certified ServiceNow System Administrator (CSA) with experience of configuration of workflow


processes, a solid understanding of effective Service Management and ITIL processes and their
application to IT operations and experience of all housekeeping e.g., backup activities occurring
on a SaaS platform.

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