Front End Developer in Newcastle upon Tyne

Salary: £37,682 - £40,705. External applicants will join on the pay band minimum. A Civil Service Pension with an employer contribution of 28.97% GBP.

Contract type: Permanent

Business area: HMRC - CDIO - Chief Engineering and Platform Office - Enterprise Live Services

Type of role: Digital

Working pattern: Flexible working, Full-time, Job share, Part-time

Location: Bristol, Telford, Newcastle Upon Tyne

About the job:

This vacancy sits within HMRC's Chief Digital & Information Office (CDIO) who set the technology direction for HMRC and deliver the high-level design for all IT solutions. CDIO is responsible for building and running HMRC IT services along with providing IT change and operational support.

You would join Service Central & Technical Services (SC&TS) within CDIO, a new delivery group created to build on and exploit the ServiceNow platform capability and setting the vision and strategy for service management, ensuring processes are owned and maturing.

We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective.

SC&TS are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow, SNOW and ServiceNow integrations to AWS/Azure. Our focus is on ensuring consistent, excellent Customer Experience.

Job description:

We're looking for a Front End Developer with a strong background in enterprise platform development, particularly within environments such as ServiceNow, Salesforce, or SAP. This role blends front-end scripting with platform enhancement, IT operations, and user access management to deliver impactful services across our organisation.

You will contribute to the design, development, and support of IT operations solutions based on ServiceNow best practices, aligned to organisational KPIs and service excellence standards.

Person specification:

• Develop and enhance features within the ServiceNow platform.
• Support incident and problem management assigned to Platform Support.
• Implement service requests and technical change delivery.
• Implement patches and upgrades to ensure the platform remains secure, stable, and current.
• Collaborate with analysts and architects to design technical solutions.
• Manage IT incidents, perform vendor liaison, and ensure timely resolution.
• Maintain service level agreements (SLAs) and workflow configurations.
• Ensure secure access management using Active Directory.
• Work across teams to scope and deliver new tooling requirements.
• Provide outstanding customer service and internal communications.
• Support quality documentation, internal policy, and platform compliance.
• Manage data imports and reporting for supported tools.
• Participate actively in Agile ceremonies and team collaboration.
• Participate in the evaluation of new tooling within SC&TS, understanding requirements and ensuring alignment throughout.

Please note: This role requires NSV checks at Security Clearance (SC) and you must either hold or be willing to obtain this prior to take up duty.

Essential Criteria:

• Proficiency in platform development – Strong experience in building and customizing applications within enterprise platforms like ServiceNow, Salesforce or SAP.
• Understanding of IT Service Management (ITSM) and ITIL – Familiarity with ITSM frameworks and ITIL best practices for service delivery and process optimization.
• Problem-solving skills – Ability to troubleshoot system issues, optimize workflows, and improve platform efficiency.
• Communication and collaboration – Ability to engage with stakeholders, translate business needs into technical solutions.
• Knowledge of Agile methodologies – Experience working in Agile or DevOps environments.
• Security and compliance awareness – Understanding of data security, governance, and compliance best practices.
• Continuous learning mindset – Willingness to adapt to platform updates, ITIL advancements, and new capabilities.
• User Access Management skills – Knowledge of identity and access control, role-based permissions, and security best practices.
• Active Directory expertise – Experience managing authentication, group policies, single sign-on (SSO), and directory services integration.

Desirable Criteria:

• Have achieved ITIL4 Foundation or greater.
• Experience & Understanding of ServiceNow platform.
• Expertise in JavaScript or PowerShell.
• Service Now Accreditation of Certified System Administrator.

Benefits:

• Alongside your salary, HM Revenue and Customs contributes towards your Civil Service Defined Benefit Pension scheme.
• HMRC operates both Flexible and Hybrid Working policies.
• Generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
• Family friendly policies.
• Personal support, coaching and development.

Selection process details:

As part of the application process, you will be asked to provide a name-blind CV and a 750-word Personal Statement.

During the panel interview, you will be assessed on Experience and proficiency in platform development.

Eligibility: Please take extra care to tick the correct boxes in the eligibility sections of your application form.