ServiceNow Solutions Developer

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Job Title

ServiceNow Solutions Developer

Office Location

London or Birmingham

Department

IT Service Management Applications

Working Hours

35 hours per week, 9:30am to 5:30pm but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Role Overview

This role blends technical and functional ServiceNow expertise with strong business analysis and communication skills to turn agreed business requirements into effective, scalable solutions. The role holder manages their own work with minimal supervision, uses sound judgement where there is no clear precedent, and escalates complex architecture, advanced scripting or specialist engineering decisions to the Principal ServiceNow Developer where needed.

ServiceNow is an enterprise-wide platform supporting Business Teams and functions across the firm, including Information Technology, M&BD, Finance, People, Knowledge, the Office of the General Counsel, Operations and Communications. It operates across one production and four sub-production instances and includes a broad range of ServiceNow products, custom scoped applications and enterprise integrations.

The right candidate has strong ServiceNow expertise and good business acumen and takes a pragmatic, collaborative approach. They are comfortable working with stakeholders to understand the why and how behind a requirement and translating agreed business needs into reliable, user-focused solutions that balance business outcomes, user experience, technical feasibility and long-term platform health.

Key Responsibilities

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services. All members of the firm participate in our Responsible

Business program.

• Work with the ServiceNow Engagement Lead and business stakeholders to translate agreed requirements into functional and technical solution designs, contributing to and, where appropriate, facilitating solution-design workshops.
• Design, configure, develop and implement end-to-end ServiceNow solutions, including Flow Designer workflows, Business Rules, Client Scripts, UI Policies, UI Actions, access controls, notifications, catalog items, forms and applications, through to testing support, deployment and post-implementation support.
• Look for opportunities to simplify and improve business processes through workflow automation, self-service and a better user experience, feeding recommendations into the platform roadmap.
• Design, configure and help embed approved ServiceNow AI capabilities, including Now Assist and AI Agents, into new and existing solutions. Work with the Principal ServiceNow Developer on more advanced agentic use cases and contribute to the platform's AI roadmap.
• Design, develop and support integrations between ServiceNow and other enterprise systems, working with the Principal ServiceNow Developer on complex integrations and technical design decisions.
• Produce and maintain functional and technical documentation, including solution designs, configuration records, technical test requirements and operational support documentation, making sure solutions are secure, scalable, maintainable, performant and easy to upgrade in line with ServiceNow and firm standards.
• Assess the impact of ServiceNow releases, upgrades, patches and new capabilities on solutions within their area of responsibility. Work with the Principal ServiceNow Developer, Test Engineers and ServiceNow Platform Specialist to identify risks, define testing requirements, resolve defects and support deployment and operational handover.
• Provide technical expertise for platform incidents and problems escalated by the ServiceNow Platform Specialist, and share solution-specific documentation, technical guidance and knowledge across the ServiceNow Platform team.
• Work with the ServiceNow Data and CMDB Specialist where solutions create, use or change CMDB or platform data, to keep data quality and governance on track.
• Collaborate across the ServiceNow Platform team, business stakeholders, other IT functions and managed service partners to deliver joined-up services, drawing on a good understanding of the firm's services, processes, policies and operating environment.
• Work within agile delivery practices, including backlog refinement, sprint planning, reviews and retrospectives, and help drive service excellence and continual improvement in how the team works.
• Help build a supportive workplace where colleagues can do their best work, and take part in the firm's Responsible Business programme.

Experience

Skills & Experience

• Typically, at least five years' hands-on experience designing, developing, configuring and implementing ServiceNow solutions across the full lifecycle, from discovery and design through to testing, deployment and operational handover, ideally in a complex, global organisation.
• Very good functional knowledge of the ServiceNow platform, supported by a sound understanding of its architecture and development best practices. Able to engage stakeholders, contribute to solution-design workshops and turn business requirements into effective solutions, explaining the benefits, limitations and technical implications to both business and technical audiences.
• Strong experience configuring Flow Designer, Business Rules, Client Scripts, UI Policies, UI Actions, access controls, notifications, forms and catalog items.…