4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.

ServiceNow Engineer

£40,000 - £45,000

Reports to: Lead Support Analyst Manager

Department: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

We’re open to a variety of ways of working, including full time, part time, job share and compressed hours.

Location: Stratford, London Office-based with high flexibility (1-2 days per week in the office)

Closing date: 03 March 2023, 23:55 This vacancy may close earlier if a high volume of applications are received or once a suitable candidate is found

Recruitment process: Two stage competency-based interviews

Interview date: From week commencing 6 March 2023

Application method: We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications ; we won’t be able to view them until the interview stage so they will not be reviewed in the shortlisting process. To be considered fairly for this role, you must fill out the employment history application questions.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to develop their skills, someone like you.

Without the Service Management teams, it would be impossible for Cancer Research UK’s 4,000+ employees and end-users to perform their roles without the technology they need-therefore, this role is vital in ensuring the smooth operation of the charity. The team comprises several teams including 1st to 3rd line support teams such as Digital Workplace, Service Management, and ServiceNow Management.

We are looking for an experienced ServiceNow Engineer/ ServiceNow Administrator with knowledge of ITIL 4 frameworks and scripting and development with JavaScript to support Cancer Research UK’s Technology department and its process owners by providing Administration, Configuration, and minor development of our ServiceNow platform. This will play a valuable role in assisting the enablement of self-service and automation initiatives.

What will I be doing?

• Collaborating with process owners and other key stakeholders on Fixes and BAU in ServiceNow. This will involve working on new requirements and tool development, researching and advising on possible solutions, improvements, and updates in the ServiceNow Support team.
• Managing ServiceNow configuration and minor developments:
  • Maintaining backlog of Enhancements and Defects for configuration and minor development of ServiceNow modules. These include Service Catalogue, Incident, Problem, Request, Change, Configuration and Asset Management, Business Applications.
  • Liaising with ServiceNow Process owners to test, remediate defects, and release work from the backlog.
  • Adhering to Change Management policies, procedures, and processes to ensure bug fixes and upgrades are thoroughly tested in non-production environments before production release.
  • Collaborating with 3rd party developers and supporting where complexity or capacity goes beyond in-house skill set or available resources.
  • Partnering with ServiceNow Support team, key stakeholders, and process owners to maintain the integration of ServiceNow with other tools, solutions and applications.
  • Assisting with the release of ServiceNow platform upgrades and maintenance.
• Providing ServiceNow Level 2 administration as required.
• Acting as a technical liaison with ServiceNow Technical Support.
• Providing day to day, end user technical support for ServiceNow platform incidents and requests.
• Attending and participating in Service/Performance reviews.
• Assisting and supporting key stakeholders with the design and creation of non-service management Technology processes and applications.
• Developing and maintaining technical expertise and knowledge of industry best practice.
• Creating and maintaining technical documentation and knowledge articles regarding ServiceNow solutions for Cancer Research UK.

What skills are you looking for?

• Experienced ServiceNow Administrator or ServiceNow Engineer with proven experience in ServiceNow administrative and/or development capacity on Tokyo release or later.
• Ideally ServiceNow Systems Administration or Advanced Systems Administration certified (we’re open to candidates who are qualified by experience within ServiceNow Administration)
• History of scripting and development with JavaScript, HTML and CSS.
• Experience and understanding of ServiceNow Workflows, Request Management, UI Policies, Business Rules, Client Scripts, Service Management modules, Homepages & Dashboards, Reporting, Import/Export functions, multi-SSO among other modules and the ability to troubleshoot efficiently.
• ITIL4 certified

What will I gain?

Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. We think that’s impressive.

In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.

Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more.

We don’t forget people have lives outside of work too and so we actively encourage a flexible working culture.

Our work – from funding cutting-edge research to developing public policy – will change the world. It’s exciting to be part of our team.

For the full job description and more information about working with us view our candidate pack.

Additional Information

Cancer Research UK’s Technology team is proud to be part of the Tech Talent Charter (TTC) for our efforts in driving equality, diversity, and inclusion in the workplace. Our vision is a digital world accessible to all, and we have always sought to draw from a diverse pool of talent and maintain an inclusive working environment.

For more information on this career opportunity please visit our website or contact us at [email protected].

For more updates on our work and careers, follow us on: Linked In, Facebook, Instagram, Twitter and YouTube.

There’s a place for everyone at Cancer Research UK. Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We’re committed to creating an inclusive culture where everyone can be themselves and reach their full potential.

We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented, and believe that a diverse workforce will help us to beat cancer sooner.

If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience we’d still love to hear from you. We don’t expect everyone to meet all of the criteria listed.

We want to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore ask you to inform us of any concerns you have or any adjustments you might need to enable this to happen by emailing us at [email protected].

Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks.