HaloITSM Platform Administrator OCTO · United Kingdom

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People.

We are:

• Nimble – We focus on what matters most, adapt fast and embrace change.
• Original – We think differently, stay curious and innovate.
• Driven – We are bold, bring energy and own the outcome.
• Engaged – We operate as one, building strong relationships.
• 4 More – We always go further for our people, customers and partners.

About the role

Node4 are looking to recruit a HaloITSM Platform Administrator to join the Internal Systems Team. The Internal Systems function adopts a client and service centric approach to continually improving services through the deployment of effective technology and automation. The Internal Systems team are responsible for the adaptation and implementation of tooling, systems, and technologies within Node4. The team is pivotal in driving operational efficiency, streamlining, and ensuring seamless service delivery to our clients.

Node4 is consolidating from two IT Service Management (ITSM) platforms onto one. Today, HaloITSM supports the Business Applications and ERP side of the business, while ServiceNow – delivered through our partner POPX – supports Managed Services, networking, data centre and cloud. The Executive Team has decided to move fully onto HaloITSM as a single ITSM “ticketing spine” across Node4.

This is a senior role with two horizons. In the near term, the postholder will play a leading, hands‑on part in implementing HaloITSM and migrating our services and processes from ServiceNow. Long term, the same person will own the maturity, ongoing development and continuous improvement of the HaloITSM platform – its configuration, workflows and processes – acting as the internal authority on the platform and working closely with teams right across the business. Importantly, our goal is not to recreate ServiceNow in Halo. We will challenge existing processes, remove unnecessary complexity and adopt best practice where it makes sense.

Responsibilities

As a HaloITSM Platform Administrator you will report to the Transformation Director and be an integral part of the Internal Systems team responsible for:

Phase 1 – Implementation and migration:

• Platform build: Support the configuration and build of HaloITSM in line with agreed designs, including the “Gold Build” baseline, service catalogue items, SLAs, workflows and automations.
• Migration: Contribute to mapping and migrating data, processes and workflows from ServiceNow (POPX) into HaloITSM, including the data dictionary work that underpins a clean transition.
• Documentation: Document exactly how workflows, automations and configurations are built – Halo’s greatest strength and risk is its configurability, so clear documentation is essential.
• Testing: Support the testing and UAT cycles for each migration wave, helping to screen, prioritise and resolve issues ahead of go‑live.
• Collaboration: Work with the programme team, Halo Professional Services and internal Halo Champions to gather requirements and embed changes across departments.
• Learning: Complete the Halo Champion / administrator certification and build up self‑sufficiency so that day‑to‑day platform changes no longer require a third‑party intermediary.

Phase 2 & Onwards – Maturity, development and continuous improvement (BAU):

• Platform ownership: Act as a day‑to‑day administrator and (over time) platform owner for HaloITSM – owning configuration governance and routine changes such as new catalogue items, SLA adjustments, user onboarding and report creation.
• Continuous improvement: Drive ongoing improvement of workflows and processes, partnering with Managed Services, networking, data centre, cloud, Business Applications and Internal IT to standardise and simplify how we work.
• Integrations: Monitor the health of key integrations (e.g. ServicePath, NAV / D365 Business Central, Site24x7, PagerDuty), own reconciliation reporting and elevate data discrepancies.
• Reporting: Produce and maintain per‑customer and internal SLA reporting packs using Halo’s native reporting engine.
• Knowledge & data: Maintain the knowledge base, CMDB/asset data and onboarding materials so that content stays accurate as new processes and services are introduced.
• Innovation: Help evaluate and adopt new Halo capabilities – including out‑of-the‑box AI features and agents – to continuously improve the colleague and customer experience.

Core:

• Proactively demonstrate required behaviours in line with expectations of the role.
• Deliver to exceptionally high standards in a high‑pressure environment and negotiate through demanding situations to reach successful conclusions.
• Follow appropriate departmental and company procedures and policies.
• Ensure consistency in a commitment to delivering Exceptional Service as a Standard (ESaaS) embedding client centricity and adopting a ‘client first’ culture.
• Consistently demonstrate Node4 Exceptional Service as a Standard (ESaaS) & Level 4 behaviours – acting as a role model & ambassador for Node4.
• Develop good working relationships across all departments, both technical and operational.
• Identify opportunities to add further value to the customer, team & wider business.
• Seek feedback & regularly reflect on own performance.
• Take personal responsibility for and actively engage in product, systems and skills training and development.

Required Experience & Skills

Essential:

• Good all-round foundational IT skills, with a solid grasp of Windows OS, Office 365 / Microsoft 365 and Active Directory.
• Strong problem‑solving and analytical thinking.
• Excellent communication skills, with the ability to work with technical and non-technical colleagues across the business.
• Strong time management and the ability to work to SLAs and under pressure.
• A methodical approach to documentation and knowledge sharing.
• A collaborative, team‑oriented mindset.

Desirable:

• Foundational ITIL knowledge and an understanding of core ITSM processes (incident, request, change, problem and asset management).
• Experience with ITSM tools such as HaloITSM, ServiceNow or similar.
• SQL knowledge (advantageous but not essential).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Scripting / automation experience (e.g. PowerShell, Bash) as a transferable skill.
• Exposure to a managed service provider (MSP) or multi‑customer environment.
• Some project or change management experience.
• Experience in delivering IT Service Management governance and assurance.

Qualifications and certifications (desirable):

• ITIL Foundation.
• Microsoft fundamental certifications.

What Success Looks Like

HaloITSM is implemented and services are migrated from ServiceNow safely, with minimal disruption to colleagues and customers. Configuration and workflows are well documented, governed and maintainable in-house. Processes are simplified and standardised rather than lifted-and-shifted, delivering a better experience and measurable service improvement. HaloITSM matures into a well‑run, continuously improving single ITSM platform across Node4.

Professional Development

Node4 take a lot of pride in the development of our people, whatever their age, career plans or goals and the Node4 Academy offers a large number of CPD and career development opportunities. These will be discussed with the postholder as part of our quarterly development review (QDR) process.

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.