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- Tasks: Manage and enhance our ServiceNow platform while driving continuous improvement and user satisfaction.
- Company: Join a global team in a supportive and innovative tech environment.
- Benefits: Competitive salary, bonus, private medical cover, and 25 days holiday.
- Other info: Hybrid working model with opportunities for professional development and career growth.
- Why this job: Make a real impact by optimising cutting-edge technology for better user experiences.
- Qualifications: Experience in ServiceNow administration and IT Service Management is essential.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced ServiceNow Administrator to manage and enhance our organisation’s ServiceNow platform. In this permanent role based in London (hybrid working with 2 days per week in the office), you will ensure the platform’s optimal performance and alignment with business needs. The ideal candidate has a strong background in IT Service Management (ITSM), Workplace Service Delivery (WSD) and Platform/Performance Analytics, with proven ability to deploy and optimise new ServiceNow features (including Employee Center and Now Assist for AI‑driven workflows). You will leverage your hands‑on ServiceNow experience to drive continuous improvement, user satisfaction and value from the platform.
The ServiceNow Administrator will be part of the global ServiceNow team within our Global Employee Experience division with employees located in UK, USA and India. The role will report to the Senior IT Manager (ServiceNow Product Owner) and will collaborate closely with IT colleagues and business users to ensure the platform continually delivers value. The organisation offers a supportive environment for professional development (e.g. training on new ServiceNow features) and encourages continuous learning, aligning with the evolving ServiceNow ecosystem. Standard working hours apply, with occasional requirement to provide support or oversee changes outside of hours (e.g. during major upgrades or incident emergencies).
What you’ll be doing:
- Platform Administration: Oversee the day‑to‑day administration, configuration, health and support of the ServiceNow platform, including user account, role, group and access control management. You will also be responsible for using reporting to identify ways to reduce technical debt on the platform.
- System Maintenance & Upgrades: Perform regular instance maintenance, health checks and version upgrades/patching to keep the platform stable and up‑to‑date. Monitor system performance and proactively troubleshoot issues to minimise downtime.
- ITSM and WSD Support: Provide expert support for core ITSM modules (Incident, Problem, Change, Request, etc.) and Workplace Service Delivery modules ensuring smooth operation of IT service processes. This includes timely resolution of incidents and fulfilment of service requests, maintaining high customer satisfaction.
- Enhancements & Configuration: Work with stakeholders to implement minor enhancements, configurations and customisations on the platform. This may involve updating forms, fields, workflows, UI policies or business rules to meet evolving business requirements while adhering to ServiceNow best practices and governance standards.
- Performance Analytics & Reporting: Develop and maintain Platform and Performance Analytics dashboards and reports to track KPIs and service metrics. Use data insights to identify trends and opportunities for service improvement, supporting data‑driven decision making.
- New Features Deployment: Lead or assist in the deployment of new ServiceNow capabilities, particularly Employee Center and Now Assist (ServiceNow’s generative AI and virtual agent tools). Drive user adoption of these features and ensure they are configured to enhance productivity and user experience.
- Documentation & Training: Maintain up‑to‑date platform documentation (configuration changes, procedures, knowledge base articles) and provide end‑user training or support as needed. Ensure that users and IT colleagues understand new functionalities, workflows and best practices.
- Compliance & Vendor Coordination: Ensure security and compliance on the platform by enforcing proper access controls and change management processes. Coordinate with ServiceNow vendor support (HI support) for platform issues and monitor any ServiceNow release notes or patches for relevant updates. Attend operational review meetings with the vendor as required.
- Continuous Improvement: Identify opportunities for process improvement and automation within the ServiceNow platform. Proactively recommend and implement enhancements or new workflows (e.g. using Performance Analytics insights or Now Assist capabilities) to streamline IT and business processes and improve the end‑user experience.
Key Skills:
- Hands‑on experience of ServiceNow administration or a similar ITSM role, managing a large‑scale ServiceNow environment and service processes.
- Certification: ServiceNow Certified System Administrator (CSA) certification is required, demonstrating core platform proficiency in configuration and maintenance.
- ITIL Knowledge: ITIL v4 Foundation certification (or higher) is required, solidifying your understanding of IT Service Management best practices. Practical experience applying ITIL principles (Incident, Problem, Change, Request fulfilment, etc.) in day‑to‑day work is expected.
- Technical Skills: Strong grasp of ServiceNow ITSM and WSD modules and configurations. Familiarity with Performance Analytics and Process Mining (creating indicators, reports and dashboards) and ServiceNow Service Portal / Employee Center administration. Ability to configure and manage Now Assist or similar virtual agent/AI features on the platform is a plus.
- Scripting & Integration: Strong scripting skills (JavaScript) and experience developing on the ServiceNow platform (scheduled jobs, client scripts, business rules, Flow Designer, etc.) are beneficial. Experience integrating ServiceNow with other systems via REST/SOAP APIs, MID Server or Integration Hub is an advantage.
Benefits:
- A great starting salary plus annual bonus and strong benefits package.
- Up to 16% company pension scheme.
- Private medical and dental cover, menopause plan, emergency care benefit (children, pets, dependants).
- Income protection, life assurance, electric car scheme and travel insurance.
- 25 days paid holiday plus Bank Holidays, with the opportunity to buy or sell extra leave.
- Countless opportunities to learn new skills and develop your career.
We will ensure that individuals are provided with any reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call 0161 507 5827 to request any accommodations or adjustments that may be needed, including alternative formats of documents or information on how to apply offline.
ServiceNow Administrator employer: Markel
Contact Detail:
Markel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Administrator
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with ServiceNow. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! If you’ve got hands-on experience with ServiceNow, consider creating a portfolio or a project that highlights your expertise. This can really set you apart during interviews.
✨Tip Number 3
Prepare for the interview by brushing up on common ServiceNow scenarios and challenges. Think about how you’d tackle them and be ready to share your thought process with the interviewers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace ServiceNow Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ServiceNow Administrator role. Highlight your hands-on experience with ServiceNow, ITSM, and any relevant certifications like CSA or ITIL. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the ServiceNow platform and how you can contribute to our team. Be sure to mention specific features or enhancements you've worked on that relate to the job description.
Showcase Your Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving skills. Share examples of how you've tackled challenges in previous roles, especially those related to system maintenance or user support. We love seeing candidates who can think on their feet!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it’s super easy – just follow the prompts and submit your application!
How to prepare for a job interview at Markel
✨Know Your ServiceNow Stuff
Make sure you brush up on your ServiceNow knowledge, especially around ITSM and WSD modules. Be ready to discuss how you've managed and optimised the platform in previous roles, and think of specific examples where you've deployed new features or improved user satisfaction.
✨Show Off Your Problem-Solving Skills
Prepare to talk about how you've tackled issues in the past. Think of scenarios where you had to troubleshoot system performance or resolve incidents quickly. Highlight your analytical skills and how you used data insights to drive improvements.
✨Get Familiar with New Features
Since the role involves deploying new capabilities like Employee Center and Now Assist, it’s a good idea to research these features beforehand. Be ready to discuss how you would encourage user adoption and enhance productivity using these tools.
✨Ask Smart Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing projects, or how they measure success on the ServiceNow platform. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.