ITSM Administrator

Leidos require a ITSM Administrator, ideally with some ServiceNow knowledge. You who will be responsible for managing and maintaining the system application to ensure it operates efficiently and effectively. This role is based solely in office and involves configuring the platform, maintaining system stability, and ensuring data integrity. The administrator collaborates with various stakeholders to understand their requirements, provide technical solutions, and support ongoing projects, operations and new requirements as they are identified by the business.

Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission. Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own. United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.

Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Candidate must be eligible to undergo security clearance (DV).

Key Responsibilities:

1. Platform Management:

• Manage and maintain the ServiceNow platform, including upgrades, patches, and new releases.

• Monitor system performance and ensure high availability and reliability.

• Provide platform expertise to the infrastructure team to develop plans to facilitate upgrades and testing of the core application.

2. Configuration and Customization:

• Work with customer stakeholders to maintain and configure ServiceNow modules and processes such as Incident, Problem, Change, Request Fulfilment, Asset, and Configuration Management.

• Provide support to enable the delivery of a CSI (Continual Service Improvement) backlog to facilitate the rollout of new features and modules.

• Customize ServiceNow applications and facilitate the rollout of new applications and modules.

3. Workflow and Process Automation:

• Implement workflows, business rules, UI actions, and notifications.

• Automate routine tasks to improve efficiency and reduce manual intervention.

4. Integration and Data Management:

• Manage the Integration of ServiceNow with other enterprise systems via APIs, web services, and other integration tools to ensure functionality is maintained, working as expected and to develop new features.

• Ensure data integrity and consistency across the platform and perform regular data audits.

5. Security and Compliance:

• Implement and enforce security policies and access controls.

• Develop the RBAC model for fulfillers and users.

• Ensure compliance with organizational policies and industry standards.

6. Continuous Improvement & Horizon Scanning:

• Stay updated with the latest ServiceNow features, best practices, and industry trends.

• Propose and implement improvements to the ServiceNow platform to enhance functionality and user experience.

You will have;

• Ability to work independently and as part of a team.

• Experience with REST/SOAP APIs and integration tools.

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

Desirable Skills:

• Proven experience as a ServiceNow Administrator and/or ServiceNow Administrator Certification (CSA) is desirable.

• Additional certifications in ServiceNow modules (ITSM, CSM, ITOM, etc.) are preferred but training is available.

• Strong understanding of ITIL/ITSM principles.

• Experience with Agile or Scrum methodologies.

• Familiarity with other IT service management tools.

• Proficient in JavaScript, HTML, CSS, and other relevant scripting languages.

• Knowledge of database management and Maria DB.

WHAT DO WE DO FOR YOU?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

• Contributory Pension Scheme

• Private Medical Insurance

• 33 days Annual Leave (including public and privilege holidays)

• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

• Dynamic Working