Servicenow Technical Consultant

OUH NHS Foundation Trust, IM&T Services

delivering ICT services to the NHS in Oxfordshire

ServiceNow Technical Consultant

**Job Ref**: IM&TS080

The primary role of the ServiceNow Technical Consultant is to work closely with ITIL license users and the wider Digital Team to manage the technical delivery of the ITSM ServiceNow solution. The ServiceNow Technical Consultant will provide technical consulting services to the Digital Team by contributing to the delivery of technical solutions and technically focussed testing, configuring technical components, and serving as a technical resource developing and demonstrating specialised knowledge and skills in ServiceNow as an enterprise solution.

The post-holder will have access to all ServiceNow system features, functions, and data, working closely with other Digital technical teams and Service Management colleagues. The post-holder will be analysing, troubleshooting and fixing system issues alongside configuring ServiceNow and creating technical, design and user guide documentation. The post-holder will also be contributing to Digital strategies, enhancements and developments and ensuring that ServiceNow contributes to high quality clinical care as well as taking responsibility for maturing the solution and maximising return on investment.

Information Management and Technology Services (IM&T Services) provide support to Oxford University Hospitals NHS Foundation Trust users as well as to a number of other Health organisations across Oxfordshire. This involves supporting over 12,000 workstations and printers, circa 18,000 staff users of systems, and nearly 1100 servers (over 75% virtual). During 2021, IM&T Services responded to 150,000 calls and were involved in multiple projects.
- Developing and configuring a variety of areas including but not limited to: Incidents, Problems, Changes, the Service Catalogue, Knowledge, Release/Software Development Life Cycle (SDLC), Asset Management, Configuration Management (CMDB), Dashboards, and Reporting.
- Collaborating with team members to define, analyse, understand and document technical requirements.
- Designing and developing/configuring workflows, forms, scripts, and underlying logic, regularly reviewing and building ServiceNow requirements.
- Building test plans for unit and regression testing for implemented solutions.
- Reviewing and managing incoming Incidents and Changes relating to the ServiceNow platform that have been assigned to the ServiceNow Technical Consultant.
- Participating in and managing ServiceNow version upgrades.

For a full description please refer to the accompanying Job Description and Person Specification