• Direct AI agents to build ServiceNow solutions. • Use Claude Code and internal AI tooling as your primary development interface. • Write precise, token-efficient prompts. • Validate and govern AI output. • Build and refine prompt libraries. • Contribute to AI Foundry tooling. • Support team enablement. • Stay current on AI tooling.

• Lead process discovery, analysis, and optimization sessions with customer sponsors, process owners, and key stakeholders. • Facilitate workshops to assess current-state processes, identify pain points, and define desired future-state outcomes. • Translate business needs into clear process definitions, user stories, acceptance criteria, and implementation-ready requirements. • Advise Product Owners throughout the engagement on story refinement, prioritization, process alignment, and roadmap sequencing. • Collaborate with solution architects, developers, and technical consultants to ensure process design aligns with ServiceNow best practices and platform capabilities. • Identify opportunities for automation, process improvement, standardization, and operational efficiency. • Support the development of process maps, journey maps, requirements documents, workflow diagrams, and other solution artifacts. • Help customers understand the impact of process decisions on implementation approach, adoption, reporting, and long-term maintainability. • Support integration planning by identifying data flow, process dependencies, and reporting considerations across systems. • Communicate effectively with business, technical, and executive stakeholders at varying levels of detail. • Ensure deliverables are accurate, well-organized, timely, and aligned to customer objectives and project outcomes. • Contribute to team knowledge-sharing, best practices, and continuous improvement across the practice. • Other duties as assigned.

• Serve as the Scrum Master for a Scrum team of approximately five (5) team members within a 45-person Agile Release Train (ART) • Facilitate and lead all Scrum and SAFe ceremonies, including daily stand-ups, sprint planning, sprint reviews, retrospectives, PI planning, system demos, and ART syncs • Act as a servant leader and Agile coach, reinforcing Scrum, Agile, and SAFe principles and best practices • Partner closely with the Product Owner to support backlog refinement, story readiness, and prioritization • Identify, track, and proactively help remove team-level and ART-level impediments • Coordinate dependencies and risks with other Scrum Masters and the Release Train Engineer (RTE) • Promote continuous improvement through retrospectives, metrics, and actionable improvement plans • Support predictable delivery by facilitating sprint execution, capacity planning, and commitment tracking • Monitor and report on Agile performance metrics such as velocity, burndown, and flow metrics • Foster a culture of collaboration, transparency, accountability, and trust within the team • Ensure adherence to federal program delivery standards and Agile governance requirements • Support change management by helping the team adapt to evolving requirements and priorities • Communicate status, risks, and dependencies clearly to stakeholders as appropriate

ServiceNow Platform Owner Department: Managed Services Employment Type: Permanent Location: Remote, UK Description - The ServiceNow Platform Owner is a strategic technology leader responsible for the management of the Nasstar ServiceNow/ITSM platform. This role ensures the platform delivers measurable business value, supports company-wide transformation, and remains robust and secure. - As the platform owner, you will work closely with the business to administer and develop the ServiceNow/ITSM roadmap. You will drive innovation across our ITSM platform including a strategy for AI and Automation. You will be responsible for translating business requirements into platform solution. You will have good business analyst and communication skills, with the ability to present to senior stakeholders. You will collaborate closely with senior leaders across the business. - You will support the Business User Forum and manage enhancement and defect workloads. In this role you will work closely with our Managed Services provider to ensure quality support and development services are delivered in a timely manner. You will oversee daily BAU tasks, sprint planning and system administration but do not need to be a ServiceNow Developer. You will be experienced in delivering ITSM projects from requirement gathering, story writing to test. You understand Agile methodology and development release management. - You will support the business as we deliver our roadmap of projects – Expert MSP capability, Workflow operations, Annual upgrades and Common Service Data Model. You will work closely with 3rd party partners to ensure these projects deliver value to our business. - You will own the budget for ServiceNow and manage our licences and modules, ensuring they deliver good value. You will be responsible for version control, upgrades, platform changes and routine maintenance schedules. You will support commercial and contractual activities across all partners, consultants and domain customers. - This role is ideal for a visionary ITSM leader who thrives in fast paced environment, enjoys building enterprise grade digital platforms, and is motivated to build modern, AI enabled ITSM services. - Reporting directly to the CIO this is an opportunity to work across all divisions in our organisation and lead our future ITSM strategy. Key Responsibilities Platform Ownership and Development · Own the end-to-end ServiceNow platform strategy, ensuring alignment with enterprise architecture, transformation plans, and evolving business requirements. · Oversee configuration, customisation, and optimisation across CSM, SMP, ITOM, AI Assist and other modules, ensuring best practice. · Drive platform governance including development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance. · Identify and champion automation and AI opportunities, including NowAssist, generative AI, and workflow automation to enhance service efficiency and user experience. · Ensure platform security, regulatory compliance (GDPR, ISO standards), and robust resilience across environments. · Oversee integrations and API strategies in partnership with architects and technical teams. · Manage Platform change and risk Leadership · Support our multidisciplinary ServiceNow team (Architects, Developers, Administrators) fostering a strong engineering culture and continuous improvement. · Mentor team members and ensure clear performance governance, role clarity, and skills progression. · Act as the senior escalation point for issues, ensuring timely and effective resolution. Stakeholder Collaboration · Partner with business leaders, product owners and senior managers to gather requirements, shape demand, and translate priorities into a clear roadmap. · Collaborate with the CTO and CIO on customer facing innovation, portals, and operations · Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability. · Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation. Performance Monitoring, Reporting and Compliance · Define and track KPIs including stability, uptime, adoption, feature utilisation, and time to value metrics. · Provide regular reporting, insight, and improvement recommendations to the CIO and senior leadership team. · Ensure strong patching, vulnerability management, access controls, and compliance processes. Innovation, AI and future value · Drive the adoption of AI, automation, and workflow optimisation using the latest ServiceNow capabilities. · Lead the creation of AI driven user stories, agent models, and governance practices to safely scale AI across business functions. · Champion a culture of experimentation, modern engineering, and platform innovation Skills, Knowledge and Expertise Essential Skills: - ServiceNow Administrator - Extensive ServiceNow experience driving platform growth and transformation - Experience leading on ServiceNow - Understanding of ServiceNow architecture, configuration, and enterprise module usage - Experience managing the wider platform (roadmap, business requirements and manage our outsource partner) Please note: This will be a remote based role however occasional travel may be required for team, vendor, or customer meetings. This is normally held in our London office (Holborn) Benefits At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes: - 25 days’ holiday (excluding bank holidays) + Your Birthday Off - Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working - Virtual working – we practice what we preach and empower our people to work remotely - Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too - 4x annual salary life assurance - Health cash plan - Retail discounts and other perks from major brands