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Platform Manager

4 months ago

london, United Kingdom Morson Talent Full time

Job Title: ServiceNow Platform Manager


6 Month Mat-leave cover contract – London based - Hybrid working - £600-650/day – Inside IR35


Job Purpose:

The MyIT ServiceNow Platform Manager is responsible for the ownership and continuous improvement of the clients ServiceNow platform. This role ensures the ServiceNow platform meets employee needs and aligns with the clients’ strategic objectives.


Key Responsibilities:

  • with internal stakeholders and vendors to prioritize and implement enhancement requests into roadmaps.
  • the outsourced service provider to ensure operations meet performance levels and roadmap milestones.
  • in the Service Assurance team to ensure IS service providers deliver optimal service levels and maintain governance.
  • and manage the ServiceNow platform end-to-end, including enhancement roadmaps and stakeholder relationships.
  • document, and prioritize ServiceNow enhancement requirements with stakeholders.
  • continuous improvement to align ServiceNow capabilities with customer satisfaction targets.
  • ServiceNow supports cohesive service management processes (e.g., Incident, Problem, Change, Configuration Management).
  • as the escalation point for issues related to the Configuration Management Database (CMDB), Discovery, and Configuration Management processes.
  • identify improvements to maximize internal customer satisfaction.
  • reports for IS operations and the Chief Information Officer (CIO).
  • and chair service meetings with third-party suppliers.
  • IT Service Management (ITSM) processes are cohesive and effective.
  • oversight of internal and external service providers. CMDB Discovery and Improvement Project
  • GRC Module
  • Operational Technology (OT) Model, covering device routers and logical controllers in manufacturing


Skills and Experience:

  • System Administrator Certification (CSA) desirable with hands-on experience
  • operational knowledge of the ITIL framework, preferably qualified to Practitioner level
  • of 5 years’ experience in a complex IT environment
  • knowledge of ServiceNow functionality and technical aspects
  • experience handling demanding and complex requests
  • experience in Service Management and Supplier Management
  • to drive excellence and quality in all responsibilities, embracing best practices
  • in managing and operating in an environment of change
  • customer focus with a thorough understanding of customer needs
  • in understanding complex business processes and identifying opportunities for improvement
  • in coaching and developing people to enhance their IT capabilities and confidence
  • vendor or supplier management experience, particularly with ServiceNow support teams
  • of incident, problem, change, configuration management, and discovery within ServiceNow