About the Role

For us ServiceNow is a product platform, not just a ticketing tool. On top of ITSM we run our own custom apps and workflows for internal operations, plus customer support workflows for music rights organisations across Europe. Integrations connect ServiceNow to AWS, GitHub Actions, Datadog and other systems. Most of it is business critical.

You'll be the technical lead of this team, and the owner of the platform. That means you’ll need to grow deep understanding how the existing workflows, integrations and custom artifacts work, keeping them up to date, and deciding how new changes can be embedded to reach production.

There are some green field areas, most of your time will go on configuration, troubleshooting, making technical decisions and keeping the platform and the custom apps healthy, so that internal and external stakeholders get work they can rely on. This means you'll need to be hands on.

Key Responsibilities:

• Own the platform in every respect: architecture, data model, upgrades, platform health, access, licensing and security (service accounts, roles, ACLs)
• Own the release process end to end, including testing, logging and rollback
• Own SLAs, assignment rules, routing and business critical automations, and keep them simple, recoverable and as close to out of the box as possible
• Build scoped apps, flows, portals and integrations, and be able to build outside ServiceNow when that's the better option
• Guide a small team through code reviews, pairing and technical direction, and make documentation and runbooks a normal part of the job
• Turn customer meetings into business requests and then into practical solutions, own the roadmap, and manage vendor and partner relationships
• Work with internal and external stakeholders, and act as Product Owner when needed

Requirements and Qualifications:

• Experience as a tech lead or senior engineer who has truly owned a system
• Hands on ServiceNow development experience, that goes beyond admin work: developed apps, scripting, ACLs, Flow Designer, Integration Hub, REST APIs
• Solid knowledge of instance management, upgrades, cloning, safe deployments, SLAs, ITSM processes and licensing
• Web development skills (JavaScript or TypeScript, REST, OAuth, webhooks), plus Git, CI/CD, AWS, SQL and data modelling
• Comfort picking up an existing setup, asking "why", and explaining technical topics in plain language to anyone, senior leadership included
• A habit of writing things down
• Fluent English

Good to know

• This role probably isn't for you if you only want to work inside ServiceNow, don't want to deal with a heavily customised instance, would rather not be hands on anymore, or are looking to manage a large team.
• Working model: Hybrid, 1 day/week in our London office