Job summary
OUH NHS Foundation Trust, IM&T Services
delivering ICT services to the NHS in Oxfordshire
ServiceNow Technical Consultant
Job Ref: IM&TS 080
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.
Main duties of the job
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.
About us
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.
Job description
Job responsibilities
- 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
Job description
Job responsibilities
- 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
Person Specification
Educational Background
Essential
- Educated to degree level or holds a professional qualification or has demonstrable sufficient relevant experience
- Specialist ServiceNow certifications or experience such as HR, CSM, FSM, Service Portal, CMDB, SAM, Discovery, ITOM, ITBM, PPM
- IT Infrastructure Library (ITIL)Foundation
- English and Maths GCSE at Grade C or above
Communication and Relationship Skills
Essential
- Proficient in the methods and techniques associated with planning and monitoring progress of projects in a complex project environment.
- Proven ability to work under pressure and deliver to multiple tasks and deadlines
- Ability to communicate complex technical information to users, suppliers and others using interpersonal skills, negotiation and persuasion to ensure success.
- Ability to analyse and resolve problems effectively. Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
- Ability to build and maintain effective working relationships
- Excellent communication skills, both verbal and written
- Facilitation skills
- Training skills
- Ability to relate appropriately to various professional groups within & outside the NHS
- Report writing
- Presentation skills
Knowledge and Skills
Essential
- Experience of working in a customer focussed service environment
- Experience of producing user guides
- Experience of delivering quality improvement programmes
- Evidence of appropriately handling confidential material
- Experience of working in an ITIL environment
Technical Knowledge/ IT Skills
Essential
- Experience development and deployment experience with the ServiceNow platform
- Scripting skills such as JavaScript, HTML and XHTML, XML, CSS, AJAX
- 3rd party integration experience with the ServiceNow platform using REST, SOAP, SFTP, MID, etc.
- Certified System Administrator
- Mainline Certified Implementation Specialist in ITSM
Person Specification
Educational Background
Essential
- Educated to degree level or holds a professional qualification or has demonstrable sufficient relevant experience
- Specialist ServiceNow certifications or experience such as HR, CSM, FSM, Service Portal, CMDB, SAM, Discovery, ITOM, ITBM, PPM
- IT Infrastructure Library (ITIL)Foundation
- English and Maths GCSE at Grade C or above
Communication and Relationship Skills
Essential
- Proficient in the methods and techniques associated with planning and monitoring progress of projects in a complex project environment.
- Proven ability to work under pressure and deliver to multiple tasks and deadlines
- Ability to communicate complex technical information to users, suppliers and others using interpersonal skills, negotiation and persuasion to ensure success.
- Ability to analyse and resolve problems effectively. Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
- Ability to build and maintain effective working relationships
- Excellent communication skills, both verbal and written
- Facilitation skills
- Training skills
- Ability to relate appropriately to various professional groups within & outside the NHS
- Report writing
- Presentation skills
Knowledge and Skills
Essential
- Experience of working in a customer focussed service environment
- Experience of producing user guides
- Experience of delivering quality improvement programmes
- Evidence of appropriately handling confidential material
- Experience of working in an ITIL environment
Technical Knowledge/ IT Skills
Essential
- Experience development and deployment experience with the ServiceNow platform
- Scripting skills such as JavaScript, HTML and XHTML, XML, CSS, AJAX
- 3rd party integration experience with the ServiceNow platform using REST, SOAP, SFTP, MID, etc.
- Certified System Administrator
- Mainline Certified Implementation Specialist in ITSM
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
