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

• Develop and enhance ServiceNow functionality using server-side and client-side scripting, including Glide API, Business Rules, Script Includes, Client Scripts, UI Policies, and Scheduled Jobs • Design and configure Service Catalogs, Catalog APIs, Order Guides, ACLs, Roles, Workspaces, and UI Builder interfaces • Build and customize Employee Center, portals, widgets, and Angular-based UI components to support business requirements • Create and maintain REST and Scripted REST APIs, Flow Designer solutions, SubFlows, and Integration Hub actions, including custom integrations and automation scripts • Implement and manage notifications, templates, mail scripts, dashboards, reports, and performance analytics • Monitor system health, analyze upgrade and performance logs, and optimize platform reliability and scalability • Serve as a technical liaison between architects and developers, ensuring alignment with design standards and architectural patterns • Conduct code reviews and enforce development best practices to maintain high-quality, maintainable solutions • Manage instance upgrades, cloning activities, data archiving, replication processes, and domain separation configurations • Design and support integrations with external systems, including SSO, discovery tools, Service Graph Connectors, ServiceNow-to-ServiceNow e-bonding, and AI-enabled automation use cases • Other duties as assigned

• Develop and enhance ServiceNow functionality using server-side and client-side scripting, including Glide API, Business Rules, Script Includes, Client Scripts, UI Policies, and Scheduled Jobs • Design and configure Service Catalogs, Catalog APIs, Order Guides, ACLs, Roles, Workspaces, and UI Builder interfaces • Build and customize Employee Center, portals, widgets, and Angular-based UI components to support business requirements • Create and maintain REST and Scripted REST APIs, Flow Designer solutions, SubFlows , and Integration Hub actions, including custom integrations and automation scripts • Implement and manage notifications, templates, mail scripts, dashboards, reports, and performance analytics • Monitor system health, analyze upgrade and performance logs, and optimize platform reliability and scalability • Serve as a technical liaison between architects and developers, ensuring alignment with design standards and architectural patterns • Conduct code reviews and enforce development best practices to maintain high-quality, maintainable solutions • Manage instance upgrades, cloning activities, data archiving, replication processes, and domain separation configurations • Design and support integrations with external systems, including SSO, discovery tools, Service Graph Connectors, ServiceNow-to-ServiceNow e-bonding, and AI-enabled automation use cases

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description The Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. The Role The Sr.Technical Consultant, CRM and Industry Workflow - Manufacturing is a technical expert as of a customer engagement team - consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices - all with the goal of accelerating and driving customer business outcomes. What you get to do in this role: - Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community. - Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations. - Support the engagements efforts for Manufacturing-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders - Advise customers on ways they can leverage the ServiceNow platform to transform their current processes. - Lead customer design workshops focused on ServiceNow Platform and CRM and Industry Workflow Solution technology focusing on Manufacturing Commerical Operations. - Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation. - Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them - Guides and provides ad-hoc oversight/training for the customer's future system administrators throughout the engagement - Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers. - Work with other members of your ServiceNow team to provide a great experience for our customers. - Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more. - Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers - Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution - Juggle multiple and complex projects/initiatives - Leading continuous improvement practices for delivery/engagement materials - Supporting specific sales activities when required - Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request - Collaborate with team members - Up to 50% travel annually, driven by customer needs and internal meetings Qualifications In order to be successful in this role, we need someone who has: - At least 4 years of configuration/development experience for complex, highly-capable, technologies - inclusive of integrations and portals - Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Manufacturing sponsors/stakeholders in solving business process and/or technical problems - Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies - Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI. - Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued. - Strong understanding and ability to consult on data compliance standards such as PII/PHI - Experience creating recommendations that comprise of multiple complex solution components. - Experience and knowledge of CRM and CPQ solutions including lead/opportunity management, creating product catalogs, pricing management, quote creation, quote to order process, order management, and common systems of integration. - Experience working with Manufacturing customers to drive scalable solutions that support both front and back-office workflows. - Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity - Ability to gain and maintain certifications - Ability to adapt and learn new features and capabilities - Proven team player and team builder - This role must sit in West Palm Beach Florida Certification Requirements: Required ServiceNow Certifications or achieved within first 90 days: - Certified System Administrator (required or must achieve within the first 60 days) - Certified Implementation Specialist - Customer Service Management - Certified Implementation Specialist - Field Service Management - Certified Application Developer Desired ServiceNow Certifications: - Certified Technical Architect (required or must achieve in first year) - Certified ITSM, ITOM Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.