At a Glance
- Tasks: Resolve IT issues and enhance employee experience using ServiceNow.
- Company: Join Mott MacDonald, a global leader in engineering and consultancy.
- Benefits: Enjoy competitive pay, bonuses, medical insurance, and career development opportunities.
- Other info: Be part of an inclusive culture that values your contributions.
- Why this job: Make a real impact by improving IT services for a diverse workforce.
- Qualifications: Experience with IT service management and ServiceNow components is essential.
The predicted salary is between 40500 - 49500 £ per year.
- Location/s: Newcastle, UK
- Relocation supported: Not supported, but internal applications are welcome
- Recruiter contact: Laura Kennedy
- Mott Mac Donald
Mott Mac Donald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.
We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future.
It’s our people who power that performance.
As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.
Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best.
Join us and shape your story with Mott Mac Donald, where everyone has the opportunity to be brilliant.
- Overview of the role
- Working as an
Service Now Administrator, you will be responsible for all employees seeking to resolve IT issues within the platform.
Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott Mac Donald can deliver on its promises to its clients.
- Key duties and responsibilities include
- Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
- Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.
- Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.
- Continually update the knowledge base to reduce resolution times for future incidents.
- Identify problems through analysing incident patterns and suggest enhancements to continually improve our services.
- Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity.
- Ensure the IT solutions we deliver comply with Mott Mac Donald standards, policies and any regulation; this includes adhering to our internal governance.
- Candidate Specification
Essential
- Providing product ownership as a subject matter expert for products in the portfolio of services provided by the Productivity Applications Team, with an emphasis on the components of the Service Now product.
- To take ownership of selected products and services within the Service Now portfolio and develop long-term strategies for those services.
- Proactively seek out information from the Service Now Community to ensure that we are aware of the roadmap for the Service Now product suite.
- Ensure compliance with Mott Mac Donald standards, policies, and regulations.
To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process.
- In-depth experience of working in an IT Service Desk or Applications team.
- Broad knowledge of Productivity Applications, especially Service Now components, including but not limited to:
- IT Service Management
- IT Operations Management
- IT Asset Management
- Service Now Dev Ops
- IT Workflows
- Employee Workflows
- Experience of IT service management processes
Desirable
- Good experience in a Productivity Applications team as part of a multinational organisation
• Experience of Service Now, in particular
- Architecture
- Licensing
- Permissions
- Data segregation
• Experience of Service Now modules, in particular
- Incident
- Task
- Problem
- Change
- Membership of the Service Now Community or similar vendor organization
- Experience in product or service ownership
- Experience in being a subject matter expert for a product or service
- Basic Project Management skills
- Basic Business Analysis skills
- Application development skills
- Service Now certifications
- Formal Education & Certificates
- MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable
- Business Analysis Diploma or equivalent is desirable
- PRINCE 2 Foundation level is desirable
- ITIL V3 foundation is desirable
- Service Now Administrator Certification
- Your benefits and rewards
- Our benefits vary by country and are subject to eligibility and local policy:
- Rewards and bonuses: we are owned by our people (no external investors) and through our employee ownership model success is shared through annual bonus opportunities and longer-term participation as your career grows (subject to local plan, eligibility and business performance)
- Medical insurance and life insurance as per local plan (standard and enhanced coverage may vary by country and policy).
- Annual leave in line with local policy (competitive within the market).
- Maternity leave above and beyond local provisions and paternity leave provisions where applicable
- Professional membership/ institution subscription support
- Learning and career development through project variety, technical networks and structured development opportunities.
- An inclusive culture: we’re committed to equality, diversity and inclusion, and creating a workplace where everyone feels valued and supported.
ServiceNow Administrator employer: Mott MacDonald
Mott MacDonald is an excellent employer that fosters a collaborative and inclusive work culture, offering employees the chance to engage in meaningful projects across multiple countries. With a strong focus on professional development, you will have access to growth opportunities while working in a hybrid environment that promotes flexibility and work-life balance. Join us to be part of a team that values innovation and supports your career journey in a dynamic global setting.
StudySmarter Expert Advice🤫
We think this is how you could land ServiceNow Administrator
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Mott MacDonald values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Mott MacDonald might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Mott MacDonald!
✨Direct Apply to Mott MacDonald
Let's not forget to apply directly through the Mott MacDonald website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ServiceNow Administrator
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Mott MacDonald.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Mott MacDonald. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Mott MacDonald
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
