13 days ago
London, United KingdomStaff+
Responsibilities
- Own the end-to-end delivery, maintenance, and continuous improvement of ServiceNow modules supporting Information Security processes.
- Enhance workflows for Machine Identity Protection, digital certificates and PKI, Illumio Network Segmentation, Vulnerability Response, and adjacent security processes.
- Gather business requirements, map current and target-state processes, and write user stories and acceptance criteria.
- Develop and maintain ServiceNow business rules, UI policies, workflows, dashboards, access controls, and platform configurations using JavaScript and native ServiceNow capabilities.
- Configure and test enhancements, coordinate user acceptance testing, and manage controlled promotion of changes into production.
- Monitor platform performance, data quality, CMDB integrity, and secure access management.
- Provide day-to-day ServiceNow user support for queries, requests, and incidents.
- Coordinate with U.S. colleagues, offshore support teams, external vendors, and stakeholders across business, technology, and security functions.
- Maintain technical and process documentation aligned with ITIL, CMDB, and ServiceNow best practices.
Requirements
- At least 7 years of ServiceNow experience.
- Hands-on experience implementing, configuring, and developing ServiceNow business rules, UI policies, workflows, and access controls.
- Proficiency in JavaScript within ServiceNow and a solid understanding of platform architecture and scoped applications.
- Working knowledge of ITIL service management disciplines and CMDB design, data quality, and governance.
- Ability to elicit business requirements, map processes, and write clear user stories and acceptance criteria.
- Strong written and verbal communication skills and confidence engaging business, technology, and security stakeholders.
- Experience working in a distributed, cross-regional delivery model with offshore teams and third-party vendors.
- Preferred qualifications include ServiceNow CSA, CAD, or Certified Implementation Specialist certification; ServiceNow Vulnerability Response and scanning or asset-discovery integration experience; familiarity with Illumio or comparable micro-segmentation platforms and Venafi or CyberArk; regulated-environment experience; ITIL Foundation certification; and exposure to Agile tooling, ServiceNow ITBM/SPM, or Jira.
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