Service Now Senior Administrator - London, United Kingdom - Resource Solutions - GSC General

Resource Solutions - GSC General
Resource Solutions - GSC General
Verified Company
London, United Kingdom

4 days ago

Tom O´Connor

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Tom O´Connor

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Description

Service Now Senior Administrator - Senior Associate - FCA- London (Hybrid) - Permanent

About FCA
The landscape of financial services regulation is constantly changing, impacting the way in which the FCA regulates.

The Technology division enables the FCA to deliver, through the implementation and management of cutting-edge, industry leading technology and digital solutions, used by tens of thousands of firms and millions of consumers across the financial services sector in their interactions with the FCA.


About the Role


The Technology sub-division helps the Financial Conduct Authority (FCA) to perform at its best by delivering IT service and effective business and technology change.

The division comes under the larger Data, Technology & Innovation (DTI) division which is seeking to transform the way we analyse and use the data, intelligence, and information we receive to effectively oversee the 60,000 firms that the FCA regulate.


Infrastructure & Operations (I&O) are responsible for the end-to-end delivery of the infrastructure and technology services covering Strategic Supplier Management, Service Operations, and three Product Groups, including the Enterprise Resource Planning Product Group.

The Enterprise Resource Planning (ERP) Product Group is accountable for all operate/run/change aspects of products they own.

The ServiceNow team operate within the ERP Product Group, mostly concentrating on the


ServiceNow platform, but also with opportunities to diversify with other ERP-owned products in the HR, Risk, and Project Management space.


Service Now modules in active use

  • IT Service Management (ITSM)
  • IT Operations Management (ITOM) Discovery and Service Mapping
  • HR Service Delivery Case Management
  • Facilities/Workplace Service Delivery
  • Security Operations Security Incident Response
  • Security Operations Vulnerability Response
  • Performance Analytics for ITSM and Security Operations

Responsibilities

  • Managing day to day delivery of administration, maintenance, release, and support activities for ServiceNow with a team of associates.
  • Managing the FCA roadmap for ServiceNow.
  • Managing, planning, testing, and implementing upgrades to ServiceNow versions in conjunction with vendor release and patching cycles.
  • Maintaining the integration of key interfaces with ServiceNow via agreed transfer methods eg, automated/scheduled tasks, manual data imports etc.
  • Identify and implement developments and enhancements of ServiceNow inline with ServiceNow, ITIL best practices, and FCA standards.
  • Regularly reviewing and updating documentation eg, support documentation, interface/workflow details, training/user guides, etc.

Skills and Experience

Minimum criteria


Any disabled applicant meeting the minimum criteria will automatically progress to interview stage, should they enter under the Disability Confident scheme.

For more information on the FCA's commitment to building a diverse and inclusive workforce, including guidance on drafting criteria, please refer to the FCA's Positive Action Framework.


  • Significant experience in ServiceNow Administration within financial services or a government or regulatory body
  • Certified ServiceNow System Administrator
  • ITIL V3/V4 Foundation accreditation

Essential criteria

  • Experienced at ServiceNow configuration, Scripting, workflows, and customisations.
  • Communicates fluently, orally and in writing, and can present complex information to both technical and nontechnical audiences.
  • Plans, schedules, and monitors work to meet time and quality targets. Facilitates collaboration between stakeholders who share common objectives.
  • Fully understands the importance of security to own work and the operation of the organisation.
  • Seeks specialist security knowledge or advice when required to support own work or work of immediate colleagues.
  • Ability to develop and maintain excellent relationships with external and internal customers.
  • Can show capability to manage a variety of competing tasks and issues, prioritising appropriately and escalating where necessary.
  • Experience of working to a SIAM Operating Model in a multi or outsourced IT Supply Chain Model.
  • Encourages a culture of sharing information as required and ensures they share and receive information effectively.
  • Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
  • Influences customers, suppliers and partners at account level.
  • May have some responsibility for the work of others and for the allocation of resources.
  • Participates in external activities related to own specialism.
  • Makes decisions which influence the success of projects and team objectives.
  • Collaborates regularly with team members, users, and customers.
  • Engages to ensure that user needs are being met throughout.

Desirable criteria

  • Advanced ServiceNow Cert
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