ServiceNow Systems Administrator

The ServiceNow System Administrator is responsible for the day-to-day administration, maintenance, and continuous improvement of the Telefónica Tech UK&I ServiceNow instance. This role involves supporting both internal usage and customer-facing elements of the instance. The administrator will ensure the platform operates efficiently, remains secure, and meets business requirements.

Key Responsibilities

Platform Administration & Maintenance

• Manage and maintain the ServiceNow platform, ensuring optimal performance and availability.
• Implement and enforce security best practices, including access control and role-based permissions.
• Perform system upgrades, patching, and performance tuning.
• Troubleshoot and resolve issues related to workflows, integrations, and system performance.

Configuration & Development

• Configure ServiceNow modules, applications, and workflows based on business needs.
• Develop and customise forms, fields, UI policies, business rules, and client scripts.
• Work with the wider team to implement enhancements and new functionalities.
• Assist in the design and configuration of integrations between ServiceNow and other business applications.

Customer-Facing & Internal Support

• Provide support for internal teams and external customers using the ServiceNow platform.
• Manage service requests, incidents, and changes related to the ServiceNow instance.
• Ensure customer portals, dashboards, and reports meet user requirements.

Process Improvement & Best Practices

• Work closely with wider teams to identify and implement process improvements.
• Ensure compliance with ITIL and industry best practices.

Stakeholder Collaboration

• Engage with business stakeholders to gather requirements and provide ServiceNow solutions.
• Collaborate with external vendors and ServiceNow support to resolve complex issues.
• Participate in ServiceNow governance meetings and contribute to strategic planning.

Telefónica Tech(part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Values:Open, Trusted and Bold

Trusted Partners:

• Microsoft:Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE:Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike:part of our NextDefense Cyber Security Portfolio
• Fortinet:Elite VIP Program – one of only 2 in the UK
• AWS:Advanced Solution & Managed Service Provider Program