Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will serve as the senior technical authority for IT Asset & Configuration Management on the ServiceNow platform, with technical ownership of both the ServiceNow CMDB and Asset Management capabilities. This Director-level role combines architecture, technical governance, product partnership, engineering leadership, and hands-on technical leadership, including direct involvement in complex design, configuration, troubleshooting, and critical implementation decisions when needed. You will define the technical direction, platform design, engineering standards, data quality posture, and roadmap for Asset Management, CMDB, Configuration Management, and related discovery and inventory data capabilities. You will operate with a high degree of autonomy, partnering closely with the Asset & Configuration Management Product Owners and senior functional stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, and Vendor Management to shape and influence the roadmap. You will define how hardware and software assets are tracked across their lifecycle, and ensure the platform supports defensible compliance positions, optimized license spend, proactive harvesting of unused entitlements, and the development of future business cases for advanced ITAM capabilities where appropriate. You will provide hands-on technical leadership across a blended team of engineers, establishing engineering standards, reviewing designs, driving accountability, contributing directly to sprint delivery, and remaining actively engaged in complex design, configuration, data quality, and implementation issues. You will serve as the primary technical escalation point for Asset & Configuration Management issues, including CMDB data quality, CI reconciliation, asset-CI alignment, software reconciliation, hardware lifecycle workflows, integration failures, audit support, and vulnerability-to-asset mapping. YOU'RE GOOD AT Deep expertise in ServiceNow Asset & Configuration Management, with significant experience architecting and delivering solutions across CMDB, Configuration Management, ITAM, HAM, SAM, and related platform capabilities; experience with HAM Pro, SAM Pro, or equivalent advanced ITAM capabilities is strongly valued. Helping shape business cases for future HAM Pro, SAM Pro, and inventory management capabilities Designing, implementing, governing, and improving enterprise CMDB capabilities in ServiceNow Applying CSDM, CI class modelling, relationship design, lifecycle governance, and CMDB Health in practical enterprise environments Connecting Asset Management and CMDB so that assets, CIs, software installations, ownership, lifecycle states, financial data, and operational relationships are accurate and usable Operating as a senior technical leader where data quality directly impacts license compliance, financial decisions, and audit outcomes Strong understanding of software entitlement models, license metrics, reconciliation logic, and the integration architecture required to support them Leading technical decisions across data models, lifecycle workflows, integrations, reconciliation logic, automation, reporting, and controls Proven ability to influence product roadmap decisions in partnership with Product Owners, representing technical trade-offs, compliance risk, and license optimization opportunities Providing technical leadership across blended teams of internal and contingent engineers, setting standards and driving accountability Acting as a hands-on technical leader, contributing directly to sprint delivery, particularly on complex stories, technical enablers, configuration decisions, troubleshooting, and high-impact changes What You'll Bring WHAT YOU'LL BRING (BEHAVIORS) Operating independently with minimal oversight while maintaining strong alignment with enterprise architecture, platform standards, and product priorities Exercising sound technical judgment and making clear, defensible architectural decisions across CMDB design, asset data, entitlement modelling, reconciliation strategy, and lifecycle automation Proactively identifying risks, surfacing them early, and recommending practical solutions Navigating high-visibility stakeholder environments with composure and confidence, including audit and vendor negotiation contexts Influencing senior stakeholders across IT, Security, Monitoring & Operations, Procurement, and Finance Holding firm in technical trade-off discussions where data trust, platform integrity, or long-term maintainability are at risk Establishing engineering rigor, accountability, and quality across a blended technical team YOU BRING (EXPERIENCE & QUALIFICATIONS) Bachelor's degree 10+ years' experience working as a ServiceNow engineer, technical lead or architect, with specialized expertise in IT Asset & Configuration Management Demonstrable hands-on experience implementing and governing ServiceNow CMDB in a complex enterprise environment Strong expertise in ServiceNow Configuration Management, including CMDB architecture, CI class design, IRE, CSDM alignment, relationship modelling, lifecycle governance, CMDB Health, data quality management, and remediation processes Software Asset Management depth, including software model normalization, publisher packs, license metrics, entitlement reconciliation, and audit defense; SAM Pro experience is strongly valued SaaS License Management experience, including SaaS spend visibility, usage-based reclamation, and renewal optimization a strong plus Strong understanding of contract and procurement integration, including purchase orders, entitlements, contracts, cost centers, and chargeback/showback Experience designing, governing, and managing integrations with discovery, inventory, endpoint, HR, procurement, ERP, security, monitoring, and asset data sources, such as ServiceNow Discovery, Service Mapping, SCCM/MECM, Intune, Jamf, Tanium, Flexera, Snow, Lansweeper, Workday, SAP, Coupa, Ariba, or equivalent platforms ServiceNow certifications expected: CSA as a baseline; CIS-SAM, CIS-HAM, CMDB, Discovery, ITOM, or Service Mapping related certifications or equivalent experience strongly valued Familiarity with ITIL 4 IT Asset & Configuration Management practice and ISO/IEC 19770 a plus; experience surviving a vendor software audit is highly valued Who You'll Work With You'll report directly to the Tech Team Lead within BCG's IT & Business Platforms Portfolio, working closely with the SACM & ServiceNow Core squad, including Scrum Lead, Product Owner, and Developers. You will act as the technical owner for CMDB, Configuration Management, discovery, inventory, and Asset Management capabilities, partnering with stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, Vendor Management, and Architecture to ensure these capabilities enable license compliance, cost optimization, operational resilience, audit readiness, security visibility, and trusted enterprise technology data. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
27/06/2026
Full time
Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will serve as the senior technical authority for IT Asset & Configuration Management on the ServiceNow platform, with technical ownership of both the ServiceNow CMDB and Asset Management capabilities. This Director-level role combines architecture, technical governance, product partnership, engineering leadership, and hands-on technical leadership, including direct involvement in complex design, configuration, troubleshooting, and critical implementation decisions when needed. You will define the technical direction, platform design, engineering standards, data quality posture, and roadmap for Asset Management, CMDB, Configuration Management, and related discovery and inventory data capabilities. You will operate with a high degree of autonomy, partnering closely with the Asset & Configuration Management Product Owners and senior functional stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, and Vendor Management to shape and influence the roadmap. You will define how hardware and software assets are tracked across their lifecycle, and ensure the platform supports defensible compliance positions, optimized license spend, proactive harvesting of unused entitlements, and the development of future business cases for advanced ITAM capabilities where appropriate. You will provide hands-on technical leadership across a blended team of engineers, establishing engineering standards, reviewing designs, driving accountability, contributing directly to sprint delivery, and remaining actively engaged in complex design, configuration, data quality, and implementation issues. You will serve as the primary technical escalation point for Asset & Configuration Management issues, including CMDB data quality, CI reconciliation, asset-CI alignment, software reconciliation, hardware lifecycle workflows, integration failures, audit support, and vulnerability-to-asset mapping. YOU'RE GOOD AT Deep expertise in ServiceNow Asset & Configuration Management, with significant experience architecting and delivering solutions across CMDB, Configuration Management, ITAM, HAM, SAM, and related platform capabilities; experience with HAM Pro, SAM Pro, or equivalent advanced ITAM capabilities is strongly valued. Helping shape business cases for future HAM Pro, SAM Pro, and inventory management capabilities Designing, implementing, governing, and improving enterprise CMDB capabilities in ServiceNow Applying CSDM, CI class modelling, relationship design, lifecycle governance, and CMDB Health in practical enterprise environments Connecting Asset Management and CMDB so that assets, CIs, software installations, ownership, lifecycle states, financial data, and operational relationships are accurate and usable Operating as a senior technical leader where data quality directly impacts license compliance, financial decisions, and audit outcomes Strong understanding of software entitlement models, license metrics, reconciliation logic, and the integration architecture required to support them Leading technical decisions across data models, lifecycle workflows, integrations, reconciliation logic, automation, reporting, and controls Proven ability to influence product roadmap decisions in partnership with Product Owners, representing technical trade-offs, compliance risk, and license optimization opportunities Providing technical leadership across blended teams of internal and contingent engineers, setting standards and driving accountability Acting as a hands-on technical leader, contributing directly to sprint delivery, particularly on complex stories, technical enablers, configuration decisions, troubleshooting, and high-impact changes What You'll Bring WHAT YOU'LL BRING (BEHAVIORS) Operating independently with minimal oversight while maintaining strong alignment with enterprise architecture, platform standards, and product priorities Exercising sound technical judgment and making clear, defensible architectural decisions across CMDB design, asset data, entitlement modelling, reconciliation strategy, and lifecycle automation Proactively identifying risks, surfacing them early, and recommending practical solutions Navigating high-visibility stakeholder environments with composure and confidence, including audit and vendor negotiation contexts Influencing senior stakeholders across IT, Security, Monitoring & Operations, Procurement, and Finance Holding firm in technical trade-off discussions where data trust, platform integrity, or long-term maintainability are at risk Establishing engineering rigor, accountability, and quality across a blended technical team YOU BRING (EXPERIENCE & QUALIFICATIONS) Bachelor's degree 10+ years' experience working as a ServiceNow engineer, technical lead or architect, with specialized expertise in IT Asset & Configuration Management Demonstrable hands-on experience implementing and governing ServiceNow CMDB in a complex enterprise environment Strong expertise in ServiceNow Configuration Management, including CMDB architecture, CI class design, IRE, CSDM alignment, relationship modelling, lifecycle governance, CMDB Health, data quality management, and remediation processes Software Asset Management depth, including software model normalization, publisher packs, license metrics, entitlement reconciliation, and audit defense; SAM Pro experience is strongly valued SaaS License Management experience, including SaaS spend visibility, usage-based reclamation, and renewal optimization a strong plus Strong understanding of contract and procurement integration, including purchase orders, entitlements, contracts, cost centers, and chargeback/showback Experience designing, governing, and managing integrations with discovery, inventory, endpoint, HR, procurement, ERP, security, monitoring, and asset data sources, such as ServiceNow Discovery, Service Mapping, SCCM/MECM, Intune, Jamf, Tanium, Flexera, Snow, Lansweeper, Workday, SAP, Coupa, Ariba, or equivalent platforms ServiceNow certifications expected: CSA as a baseline; CIS-SAM, CIS-HAM, CMDB, Discovery, ITOM, or Service Mapping related certifications or equivalent experience strongly valued Familiarity with ITIL 4 IT Asset & Configuration Management practice and ISO/IEC 19770 a plus; experience surviving a vendor software audit is highly valued Who You'll Work With You'll report directly to the Tech Team Lead within BCG's IT & Business Platforms Portfolio, working closely with the SACM & ServiceNow Core squad, including Scrum Lead, Product Owner, and Developers. You will act as the technical owner for CMDB, Configuration Management, discovery, inventory, and Asset Management capabilities, partnering with stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, Vendor Management, and Architecture to ensure these capabilities enable license compliance, cost optimization, operational resilience, audit readiness, security visibility, and trusted enterprise technology data. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
Job Role IT Support SME - Milton Keynes Department IT Line Manager Head of Global IT Support/Service Desk Team Lead Company Howden Group Services Role Definition 2nd Line IT Support Subject Matter Expert required to support 3rd party provider and Global office locations, UK, EMEM, APAC. Key Responsibilities / Accountabilities 2nd line Support to the Unisys support team, predominantly remote and email-based support to our employees globally. Customer experience monitoring and remediation, working with Unisys to ensure high FCR/CSAT achieved. Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance are picked up and triaged as a priority. Knowledge Management, KB article ownership for SME's and regular review. Executive user support to key stakeholders and senior management. Managing escalated Incidents and requests via our IT service management tool ServiceNow Advanced IT troubleshooting skills, and analytical triage/support Owning unresolved Issues and Liaising/delegating tasks to relevant teams. Escalating wider-impacting support issues to SD Team Lead and Head of IT Support where necessary Advanced network troubleshooting and root cause analysis Advanced Mobile device support - Apple & Android technologies Advanced Active Directory Users and Computer administration via appropriate platforms (ADMP & CoreView) Advanced Windows 10, Windows 11 and Microsoft product support MAC OS X support (not essential) Participate in ad-hoc support requests, desk moves, desk side support Supporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office based Supporting the 3rd party provider and employees outside of core business hours 6pm - Midnight on a rota basis (Mon-Fri) working from home Supporting the business weekends & bank holidays on a rota basis Acting as a Major Incident owner during reported MI's (following the documented MI process) Skills and abilities needed to perform role An understanding of the importance of excellent customer service and a "can do" attitude Excellent communication skills, both written and verbal The ability to interact confidently with clients and colleagues The ability to work very well in a team environment The ability to think logically Strong interpersonal skills Strong prioritisation skills and ability to follow process Patience and empathy when dealing with customers and colleagues Effective problem solving skills based on clear reasoning and sound rationale Tactful, diplomatic and able to thrive in an ever-changing environment Ability to work pro-actively, under pressure and independently with minimal direction A good understanding of mobile devices, such as Apple smartphones and tablets Strong background in Microsoft Office Strong background in Windows Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc with knowledge of Condeco and Crestron technology Knowledge and Experience IT industry experience Microsoft Windows 10+ Active Directory ADMP CoreView Microsoft Exchange Office365/2016+ Mimecast Microsoft Teams Zoom SCCM MS AutoPilot MS CoPilot ITIL Best Practice Remote Support Tools Incident, Request, Problem and Change Management Knowledge of administrative and clerical procedures Compliance and Regulatory Responsibilities To remain compliant with FCA requirements at all times To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc. To share ideas, best practice and other information within the team Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements Maintain accurate records and deal with correspondence appropriately Professional Qualifications Relevant professional IT qualifications ITIL Foundation V3/V4 What do we offer in return? Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond Reasonable adjustments We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.
27/06/2026
Full time
Job Role IT Support SME - Milton Keynes Department IT Line Manager Head of Global IT Support/Service Desk Team Lead Company Howden Group Services Role Definition 2nd Line IT Support Subject Matter Expert required to support 3rd party provider and Global office locations, UK, EMEM, APAC. Key Responsibilities / Accountabilities 2nd line Support to the Unisys support team, predominantly remote and email-based support to our employees globally. Customer experience monitoring and remediation, working with Unisys to ensure high FCR/CSAT achieved. Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance are picked up and triaged as a priority. Knowledge Management, KB article ownership for SME's and regular review. Executive user support to key stakeholders and senior management. Managing escalated Incidents and requests via our IT service management tool ServiceNow Advanced IT troubleshooting skills, and analytical triage/support Owning unresolved Issues and Liaising/delegating tasks to relevant teams. Escalating wider-impacting support issues to SD Team Lead and Head of IT Support where necessary Advanced network troubleshooting and root cause analysis Advanced Mobile device support - Apple & Android technologies Advanced Active Directory Users and Computer administration via appropriate platforms (ADMP & CoreView) Advanced Windows 10, Windows 11 and Microsoft product support MAC OS X support (not essential) Participate in ad-hoc support requests, desk moves, desk side support Supporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office based Supporting the 3rd party provider and employees outside of core business hours 6pm - Midnight on a rota basis (Mon-Fri) working from home Supporting the business weekends & bank holidays on a rota basis Acting as a Major Incident owner during reported MI's (following the documented MI process) Skills and abilities needed to perform role An understanding of the importance of excellent customer service and a "can do" attitude Excellent communication skills, both written and verbal The ability to interact confidently with clients and colleagues The ability to work very well in a team environment The ability to think logically Strong interpersonal skills Strong prioritisation skills and ability to follow process Patience and empathy when dealing with customers and colleagues Effective problem solving skills based on clear reasoning and sound rationale Tactful, diplomatic and able to thrive in an ever-changing environment Ability to work pro-actively, under pressure and independently with minimal direction A good understanding of mobile devices, such as Apple smartphones and tablets Strong background in Microsoft Office Strong background in Windows Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc with knowledge of Condeco and Crestron technology Knowledge and Experience IT industry experience Microsoft Windows 10+ Active Directory ADMP CoreView Microsoft Exchange Office365/2016+ Mimecast Microsoft Teams Zoom SCCM MS AutoPilot MS CoPilot ITIL Best Practice Remote Support Tools Incident, Request, Problem and Change Management Knowledge of administrative and clerical procedures Compliance and Regulatory Responsibilities To remain compliant with FCA requirements at all times To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc. To share ideas, best practice and other information within the team Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements Maintain accurate records and deal with correspondence appropriately Professional Qualifications Relevant professional IT qualifications ITIL Foundation V3/V4 What do we offer in return? Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond Reasonable adjustments We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.
# IT Service Desk Training & Digital Adoption SpecialistLocationWarrington, Cheshire, North West, EnglandSalary£24 - £28 per hour, Benefits: Initial 6 month contract, potential to move into a permanent position.Contract TypeContractWork TypeFull TimePosted on25 Jun 2026An opportunity has arisen for a Service Desk Enablement & Digital Support Specialist to improve the capability of an established IT Service Desk and enhance the adoption of digital support tools and self-service channels. The role acts as a bridge between Service Desk analysts, IT service owners, business users and support teams, ensuring consistent ITSM practices and effective use of digital solutions. This position is ideal for someone who enjoys delivering practical improvements to enhance user experience and reduce avoidable ticket demand. Location and Working Pattern Based in Warrington , with an expectation to work in the office 2-3 days per week (hybrid). Some travel to other UK sites may be required. Client Overview The client operates in a highly regulated industry and relies on a responsive IT function to support business operations. The Service Desk plays an essential role in providing user support, and this position is key to strengthening capability and operational performance. Responsibilities Act as a key link between Service Desk analysts, IT service owners, support teams, and business users to enable effective communication and collaboration. Strengthen Service Desk capability by delivering targeted training, knowledge refreshers, and ongoing development to improve ticket handling and service consistency. Increase adoption of self-service and digital support channels by promoting awareness, providing guidance, and building confidence in their use. Support consistent ITSM practices by reinforcing standard processes and ensuring Service Desk teams align with agreed workflows and escalation procedures. Manage and enhance Service Desk knowledge resources, ensuring accurate, up-to-date, and user-friendly content to reduce repeat contacts and speed up resolution. Drive engagement in new tools and automation by supporting rollout, providing training, and identifying opportunities for practical productivity improvements. Analyse trends and feedback to identify where enablement and communication can minimise avoidable ticket demand, improving operational efficiency. Create clear and accessible guidance for analysts and end users, including frequently asked questions, how-to resources, and process updates. Must-have Requirements Experience in or closely supporting an IT Service Desk or ITSM environment. Strong understanding of service operations, including incident management, request fulfilment and knowledge management. Good knowledge of Microsoft 365 (SharePoint, Teams, Power Platform) for digital enablement. Familiarity with ITSM tools, preferably ServiceNow, for knowledge management, workflows and self-service tools. Proven ability to design and deliver training and enablement content. Excellent communication and stakeholder engagement capabilities. Nice-to-have Skills Knowledge of ITIL practices and Service Desk operating models. Experience in ServiceNow enhancements, knowledge administration, or workflow improvements. Ability to analyse ticket and digital support data to identify trends and priorities. Familiarity with change management or digital adoption practices. Relevant certifications (ITIL, PRINCE2, Microsoft 365, Agile). Apply Now If this sounds like the right opportunity, and you have the skills to make Service Desk improvements that deliver real value, please apply with your CV today.
27/06/2026
Full time
# IT Service Desk Training & Digital Adoption SpecialistLocationWarrington, Cheshire, North West, EnglandSalary£24 - £28 per hour, Benefits: Initial 6 month contract, potential to move into a permanent position.Contract TypeContractWork TypeFull TimePosted on25 Jun 2026An opportunity has arisen for a Service Desk Enablement & Digital Support Specialist to improve the capability of an established IT Service Desk and enhance the adoption of digital support tools and self-service channels. The role acts as a bridge between Service Desk analysts, IT service owners, business users and support teams, ensuring consistent ITSM practices and effective use of digital solutions. This position is ideal for someone who enjoys delivering practical improvements to enhance user experience and reduce avoidable ticket demand. Location and Working Pattern Based in Warrington , with an expectation to work in the office 2-3 days per week (hybrid). Some travel to other UK sites may be required. Client Overview The client operates in a highly regulated industry and relies on a responsive IT function to support business operations. The Service Desk plays an essential role in providing user support, and this position is key to strengthening capability and operational performance. Responsibilities Act as a key link between Service Desk analysts, IT service owners, support teams, and business users to enable effective communication and collaboration. Strengthen Service Desk capability by delivering targeted training, knowledge refreshers, and ongoing development to improve ticket handling and service consistency. Increase adoption of self-service and digital support channels by promoting awareness, providing guidance, and building confidence in their use. Support consistent ITSM practices by reinforcing standard processes and ensuring Service Desk teams align with agreed workflows and escalation procedures. Manage and enhance Service Desk knowledge resources, ensuring accurate, up-to-date, and user-friendly content to reduce repeat contacts and speed up resolution. Drive engagement in new tools and automation by supporting rollout, providing training, and identifying opportunities for practical productivity improvements. Analyse trends and feedback to identify where enablement and communication can minimise avoidable ticket demand, improving operational efficiency. Create clear and accessible guidance for analysts and end users, including frequently asked questions, how-to resources, and process updates. Must-have Requirements Experience in or closely supporting an IT Service Desk or ITSM environment. Strong understanding of service operations, including incident management, request fulfilment and knowledge management. Good knowledge of Microsoft 365 (SharePoint, Teams, Power Platform) for digital enablement. Familiarity with ITSM tools, preferably ServiceNow, for knowledge management, workflows and self-service tools. Proven ability to design and deliver training and enablement content. Excellent communication and stakeholder engagement capabilities. Nice-to-have Skills Knowledge of ITIL practices and Service Desk operating models. Experience in ServiceNow enhancements, knowledge administration, or workflow improvements. Ability to analyse ticket and digital support data to identify trends and priorities. Familiarity with change management or digital adoption practices. Relevant certifications (ITIL, PRINCE2, Microsoft 365, Agile). Apply Now If this sounds like the right opportunity, and you have the skills to make Service Desk improvements that deliver real value, please apply with your CV today.
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. Job Description As the UK's largest independent full fibre network and wholesale platform of choice, we're busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you'll be part of something bigger, helping to build a better-connected Britain, together. ServiceNow Platform Lead You'll take ownership of our enterprise ServiceNow platform, shaping its strategy, governance, and evolution to deliver meaningful business outcomes. Working closely with Enterprise Architecture, Data and senior stakeholders, you'll ensure the platform is optimised, scalable, and aligned to our wider technology vision. You'll receive a competitive salary, a performance related bonus and a flexible benefits package. What you can expect to be doing Owning the end-to-end ServiceNow platform strategy, roadmap, and governance Defining platform standards across development, configuration, security, and integrations Translating business requirements into prioritised backlogs and delivering measurable outcomes Leading multi-team delivery, ensuring quality, consistency, and effective release management Driving platform performance, reliability, and continuous improvement initiatives Shaping data architecture, stakeholder engagement, and the roadmap for AI and automation What you'll bring to the role You'll bring a blend of strategic leadership and deep ServiceNow technical expertise, with the ability to influence direction while delivering at scale. You'll also have: Proven experience leading ServiceNow strategy, governance, and multi-team delivery in a complex environment Strong stakeholder management with the ability to influence senior leaders and align technology to business outcomes Experience building and prioritising product roadmaps, driving value through clear ownership and accountability Deep knowledge of ServiceNow architecture, core modules (e.g. ITSM, ITOM), and platform capabilities Strong experience with integrations, data models, automation, and enterprise platform design Ability to translate business requirements into scalable, secure, and high-performing technical solutions Benefits We'll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life - including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family friendly policies. Qualifications Degree or equivalent experience in IT, Computer Science, Business Systems, or a related field ServiceNow Certified Technical Architect ServiceNow Business Analyst Certification Additional Information We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at . We want to help!
27/06/2026
Full time
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. Job Description As the UK's largest independent full fibre network and wholesale platform of choice, we're busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you'll be part of something bigger, helping to build a better-connected Britain, together. ServiceNow Platform Lead You'll take ownership of our enterprise ServiceNow platform, shaping its strategy, governance, and evolution to deliver meaningful business outcomes. Working closely with Enterprise Architecture, Data and senior stakeholders, you'll ensure the platform is optimised, scalable, and aligned to our wider technology vision. You'll receive a competitive salary, a performance related bonus and a flexible benefits package. What you can expect to be doing Owning the end-to-end ServiceNow platform strategy, roadmap, and governance Defining platform standards across development, configuration, security, and integrations Translating business requirements into prioritised backlogs and delivering measurable outcomes Leading multi-team delivery, ensuring quality, consistency, and effective release management Driving platform performance, reliability, and continuous improvement initiatives Shaping data architecture, stakeholder engagement, and the roadmap for AI and automation What you'll bring to the role You'll bring a blend of strategic leadership and deep ServiceNow technical expertise, with the ability to influence direction while delivering at scale. You'll also have: Proven experience leading ServiceNow strategy, governance, and multi-team delivery in a complex environment Strong stakeholder management with the ability to influence senior leaders and align technology to business outcomes Experience building and prioritising product roadmaps, driving value through clear ownership and accountability Deep knowledge of ServiceNow architecture, core modules (e.g. ITSM, ITOM), and platform capabilities Strong experience with integrations, data models, automation, and enterprise platform design Ability to translate business requirements into scalable, secure, and high-performing technical solutions Benefits We'll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life - including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family friendly policies. Qualifications Degree or equivalent experience in IT, Computer Science, Business Systems, or a related field ServiceNow Certified Technical Architect ServiceNow Business Analyst Certification Additional Information We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at . We want to help!
CityFibre Limited is seeking a ServiceNow Platform Lead to take ownership of their enterprise ServiceNow platform, shaping its strategy and governance to drive meaningful business outcomes. This role requires collaboration with various stakeholders to ensure the platform aligns with the company's technology vision. The ideal candidate will have extensive experience in leading ServiceNow strategy and a deep understanding of platform capabilities, ensuring delivery across multiple teams while driving performance and improvements. Employee benefits include generous annual leave, private medical insurance, and a flexible benefits package.
27/06/2026
Full time
CityFibre Limited is seeking a ServiceNow Platform Lead to take ownership of their enterprise ServiceNow platform, shaping its strategy and governance to drive meaningful business outcomes. This role requires collaboration with various stakeholders to ensure the platform aligns with the company's technology vision. The ideal candidate will have extensive experience in leading ServiceNow strategy and a deep understanding of platform capabilities, ensuring delivery across multiple teams while driving performance and improvements. Employee benefits include generous annual leave, private medical insurance, and a flexible benefits package.
Purpose of the role To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high quality software solutions using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers and participation in code reviews, promoting a culture of code quality and knowledge sharing. Staying informed of industry technology trends and innovations and actively contributing to the organization's technology communities to foster a culture of technical excellence and growth. Adhering to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementing effective unit testing practices to ensure proper code design, readability, and reliability. Vice President Expectations Contribute or set strategy, drive requirements, and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and address policy breaches. Lead teams or specialists, guide technical direction, and coach less experienced specialists. Advise key stakeholders, manage risks, and collaborate with other areas to align business activities. Design and lead solutions based on sophisticated analytical thought, adopting research outcomes, and building trusting relationships. Leadership Behaviours L - Listen and be authentic E - Energise and inspire A - Align across the enterprise D - Develop others Values All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave. Role Focus In this role, you will lead the functional and consultative design work for the ServiceNow HR Service Delivery platform as part of the Talent Excellence Programme. You will partner with senior stakeholders to understand the strategic vision and translate it into clear design artefacts, solution recommendations, and experience enhancing configurations. Key Responsibilities Act as the key functional owner for upcoming platform changes, ensuring all designs are scalable, aligned to business needs, and deliver a consistent user experience across HR Hub and talent development capabilities. Drive solution design, shape platform decisions, and ensure design intent is maintained through delivery. Operate independently, balancing stakeholder engagement, governance participation, and cross programme coordination. Advise on solution options, challenge assumptions, and influence architectural direction. Translate business requirements into well governed, user centric ServiceNow solutions, implementing approved design patterns consistently. Qualifications & Experience Full time contract until end of December 2026. Experience in: Translating business needs into clear, scalable ServiceNow solution designs. Producing functional design artefacts and influencing design decisions. Implementing technical designs in ServiceNow HR Service Delivery. Partnering across programme, technical, and business teams. Influencing governance, challenging assumptions, and guiding architectural direction. Articulating real project experience, including decisions made and value delivered. Other key skills may be assessed: risk and controls, change and transformation, business acumen, strategic thinking, digital and technology focus. Location and Schedule This role is based in Glasgow or London.
27/06/2026
Full time
Purpose of the role To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high quality software solutions using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers and participation in code reviews, promoting a culture of code quality and knowledge sharing. Staying informed of industry technology trends and innovations and actively contributing to the organization's technology communities to foster a culture of technical excellence and growth. Adhering to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementing effective unit testing practices to ensure proper code design, readability, and reliability. Vice President Expectations Contribute or set strategy, drive requirements, and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and address policy breaches. Lead teams or specialists, guide technical direction, and coach less experienced specialists. Advise key stakeholders, manage risks, and collaborate with other areas to align business activities. Design and lead solutions based on sophisticated analytical thought, adopting research outcomes, and building trusting relationships. Leadership Behaviours L - Listen and be authentic E - Energise and inspire A - Align across the enterprise D - Develop others Values All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave. Role Focus In this role, you will lead the functional and consultative design work for the ServiceNow HR Service Delivery platform as part of the Talent Excellence Programme. You will partner with senior stakeholders to understand the strategic vision and translate it into clear design artefacts, solution recommendations, and experience enhancing configurations. Key Responsibilities Act as the key functional owner for upcoming platform changes, ensuring all designs are scalable, aligned to business needs, and deliver a consistent user experience across HR Hub and talent development capabilities. Drive solution design, shape platform decisions, and ensure design intent is maintained through delivery. Operate independently, balancing stakeholder engagement, governance participation, and cross programme coordination. Advise on solution options, challenge assumptions, and influence architectural direction. Translate business requirements into well governed, user centric ServiceNow solutions, implementing approved design patterns consistently. Qualifications & Experience Full time contract until end of December 2026. Experience in: Translating business needs into clear, scalable ServiceNow solution designs. Producing functional design artefacts and influencing design decisions. Implementing technical designs in ServiceNow HR Service Delivery. Partnering across programme, technical, and business teams. Influencing governance, challenging assumptions, and guiding architectural direction. Articulating real project experience, including decisions made and value delivered. Other key skills may be assessed: risk and controls, change and transformation, business acumen, strategic thinking, digital and technology focus. Location and Schedule This role is based in Glasgow or London.
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. Job Description As the UK's largest independent full fibre network and wholesale platform of choice, we're busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you'll be part of something bigger, helping to build a better-connected Britain, together. ServiceNow Platform Lead You'll take ownership of our enterprise ServiceNow platform, shaping its strategy, governance, and evolution to deliver meaningful business outcomes. Working closely with Enterprise Architecture, Data and senior stakeholders, you'll ensure the platform is optimised, scalable, and aligned to our wider technology vision. You'll receive a competitive salary, a performance related bonus and a flexible benefits package. What you can expect to be doing Owning the end-to-end ServiceNow platform strategy, roadmap, and governance Defining platform standards across development, configuration, security, and integrations Translating business requirements into prioritised backlogs and delivering measurable outcomes Leading multi-team delivery, ensuring quality, consistency, and effective release management Driving platform performance, reliability, and continuous improvement initiatives Shaping data architecture, stakeholder engagement, and the roadmap for AI and automation What you'll bring to the role You'll bring a blend of strategic leadership and deep ServiceNow technical expertise, with the ability to influence direction while delivering at scale. You'll also have: Proven experience leading ServiceNow strategy, governance, and multi-team delivery in a complex environment Strong stakeholder management with the ability to influence senior leaders and align technology to business outcomes Experience building and prioritising product roadmaps, driving value through clear ownership and accountability Deep knowledge of ServiceNow architecture, core modules (e.g. ITSM, ITOM), and platform capabilities Strong experience with integrations, data models, automation, and enterprise platform design Ability to translate business requirements into scalable, secure, and high-performing technical solutions Benefits We'll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life - including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family friendly policies. Qualifications Degree or equivalent experience in IT, Computer Science, Business Systems, or a related field ServiceNow Certified Technical Architect ServiceNow Business Analyst Certification Additional Information We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at . We want to help!
27/06/2026
Full time
CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. Job Description As the UK's largest independent full fibre network and wholesale platform of choice, we're busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you'll be part of something bigger, helping to build a better-connected Britain, together. ServiceNow Platform Lead You'll take ownership of our enterprise ServiceNow platform, shaping its strategy, governance, and evolution to deliver meaningful business outcomes. Working closely with Enterprise Architecture, Data and senior stakeholders, you'll ensure the platform is optimised, scalable, and aligned to our wider technology vision. You'll receive a competitive salary, a performance related bonus and a flexible benefits package. What you can expect to be doing Owning the end-to-end ServiceNow platform strategy, roadmap, and governance Defining platform standards across development, configuration, security, and integrations Translating business requirements into prioritised backlogs and delivering measurable outcomes Leading multi-team delivery, ensuring quality, consistency, and effective release management Driving platform performance, reliability, and continuous improvement initiatives Shaping data architecture, stakeholder engagement, and the roadmap for AI and automation What you'll bring to the role You'll bring a blend of strategic leadership and deep ServiceNow technical expertise, with the ability to influence direction while delivering at scale. You'll also have: Proven experience leading ServiceNow strategy, governance, and multi-team delivery in a complex environment Strong stakeholder management with the ability to influence senior leaders and align technology to business outcomes Experience building and prioritising product roadmaps, driving value through clear ownership and accountability Deep knowledge of ServiceNow architecture, core modules (e.g. ITSM, ITOM), and platform capabilities Strong experience with integrations, data models, automation, and enterprise platform design Ability to translate business requirements into scalable, secure, and high-performing technical solutions Benefits We'll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life - including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family friendly policies. Qualifications Degree or equivalent experience in IT, Computer Science, Business Systems, or a related field ServiceNow Certified Technical Architect ServiceNow Business Analyst Certification Additional Information We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at . We want to help!
Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job summary CDW is seeking a commercially minded, data-driven HR Project Manager to support the execution of our global HR strategy in UK&I. A pivotal role in the HR Strategic Initiatives team, this position will support in the delivery and execution of key HR projects, coordinating cross functional initiatives, and communications to ensure consistent, people centred execution. What you will do Project Management Support in the translation of the global HR strategy into operational plans to drive impact across UK&I, remaining agile to adapt to the changing needs and priorities of the business. Develop, maintain, and own the project plan for key HR change and transformation initiatives, ensuring clarity on scope, milestones and deliverables. Apply human centred design principles to shape people experiences, ensuring solutions are grounded in empathy, usability, and coworker needs. Coordinate tasks, dependencies, resources, and timelines across all contributors to ensure projects are delivered on time, within scope, and within budget. Align to the UK&I HR PMO to track HR projects, mitigate risk, and track ROI. Support the adoption of AI and self service HR tools, leveraging insights and trends to identify opportunities to improve efficiency, effectiveness, and productivity. Translate business requirements into clear people deliverables, ensuring consistent execution and risk management. Governance, risk management & compliance Anticipate risks, critical dependencies and critical path items ensuring proactive mitigation and smooth execution. Manage project budgets, working with finance to agree targets and ensure projects deliver strong ROI. Develop and maintain HR programme plans and the governance approach for all defined projects and transformations. Stakeholder management & collaboration Collaborate with key stakeholders to drive key initiatives, develop, and execute strategic plans. Develop clear audience-appropriate change and communications plans to drive adoption. Create concise executive ready materials to support updates, investment cases, and steering discussions. Act as a trusted advisor to senior leaders, providing insight, recommendations and structured options to support decision making. Deputise for the Head of Strategic Initiatives, acting as a key point of contact supporting in the response of project updates to the Director of HR and leadership teams when required. Work effectively across functions, geographies, and matrixed teams to align delivery, enable shared ownership, and support a globally consistent HR operating model. Demonstrate strong cultural awareness across regions to ensure approaches are inclusive, locally relevant, and aligned with global standards. Build key relationships across the business using your influencing skills to gain buy in and drive change. What we expect of you Proven strategic HR project management delivering transformation and change across complex organisations. Strong change management capability, including building compelling investment cases, shaping change plans, managing impacts, and driving adoption. Experience applying AI and digital tools within HR, using insights and emerging trends to improve efficiency, enhance self service, drive automation, and modernise people processes. Demonstrated success in working cross functionally and globally to align HR strategies with business objectives. Strong interpersonal, written, and verbal communication skills with a proven ability to influence at all levels and create a narrative to secure business buy in and adoption. Commercial awareness, business acumen, and strategic thinking. Demonstrated ability to use data and analytics to shape recommendations, drive decision making, influence stakeholders, improve the employee experience and continuously improve HR services and outcomes. Ability to manage ambiguity, make sound judgments and adapt style to maintain strong relationships at all levels. Possess a continuous improvement mindset. Advanced Excel and data visualisation skills. Comfortable operating in a fast paced, dynamic environment. Commitment to creating inclusive, engaging experiences that prioritise employee wellbeing and growth. Preferred skills, experience, and qualities needed Experience with Workday and other HR systems. Experience using project management and workflow tools (e.g. MS Project, ServiceNow, SharePoint), with the ability to adapt quickly to new digital and AI enabled platforms. CDW is committed to being an AI fluent organisation We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. About Us CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organisations achieve what's possible through technology. What makes CDW different isn't just what we do-it's how we do it. At CDW we act as one-building trust, speaking candidly, and working together to achieve more. We play to win-focusing on what matters most and delivering for our customers. And we think forward-staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees-working together to solve complex challenges and deliver real impact for our customers and communities. As a full stack, full lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
27/06/2026
Full time
Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job summary CDW is seeking a commercially minded, data-driven HR Project Manager to support the execution of our global HR strategy in UK&I. A pivotal role in the HR Strategic Initiatives team, this position will support in the delivery and execution of key HR projects, coordinating cross functional initiatives, and communications to ensure consistent, people centred execution. What you will do Project Management Support in the translation of the global HR strategy into operational plans to drive impact across UK&I, remaining agile to adapt to the changing needs and priorities of the business. Develop, maintain, and own the project plan for key HR change and transformation initiatives, ensuring clarity on scope, milestones and deliverables. Apply human centred design principles to shape people experiences, ensuring solutions are grounded in empathy, usability, and coworker needs. Coordinate tasks, dependencies, resources, and timelines across all contributors to ensure projects are delivered on time, within scope, and within budget. Align to the UK&I HR PMO to track HR projects, mitigate risk, and track ROI. Support the adoption of AI and self service HR tools, leveraging insights and trends to identify opportunities to improve efficiency, effectiveness, and productivity. Translate business requirements into clear people deliverables, ensuring consistent execution and risk management. Governance, risk management & compliance Anticipate risks, critical dependencies and critical path items ensuring proactive mitigation and smooth execution. Manage project budgets, working with finance to agree targets and ensure projects deliver strong ROI. Develop and maintain HR programme plans and the governance approach for all defined projects and transformations. Stakeholder management & collaboration Collaborate with key stakeholders to drive key initiatives, develop, and execute strategic plans. Develop clear audience-appropriate change and communications plans to drive adoption. Create concise executive ready materials to support updates, investment cases, and steering discussions. Act as a trusted advisor to senior leaders, providing insight, recommendations and structured options to support decision making. Deputise for the Head of Strategic Initiatives, acting as a key point of contact supporting in the response of project updates to the Director of HR and leadership teams when required. Work effectively across functions, geographies, and matrixed teams to align delivery, enable shared ownership, and support a globally consistent HR operating model. Demonstrate strong cultural awareness across regions to ensure approaches are inclusive, locally relevant, and aligned with global standards. Build key relationships across the business using your influencing skills to gain buy in and drive change. What we expect of you Proven strategic HR project management delivering transformation and change across complex organisations. Strong change management capability, including building compelling investment cases, shaping change plans, managing impacts, and driving adoption. Experience applying AI and digital tools within HR, using insights and emerging trends to improve efficiency, enhance self service, drive automation, and modernise people processes. Demonstrated success in working cross functionally and globally to align HR strategies with business objectives. Strong interpersonal, written, and verbal communication skills with a proven ability to influence at all levels and create a narrative to secure business buy in and adoption. Commercial awareness, business acumen, and strategic thinking. Demonstrated ability to use data and analytics to shape recommendations, drive decision making, influence stakeholders, improve the employee experience and continuously improve HR services and outcomes. Ability to manage ambiguity, make sound judgments and adapt style to maintain strong relationships at all levels. Possess a continuous improvement mindset. Advanced Excel and data visualisation skills. Comfortable operating in a fast paced, dynamic environment. Commitment to creating inclusive, engaging experiences that prioritise employee wellbeing and growth. Preferred skills, experience, and qualities needed Experience with Workday and other HR systems. Experience using project management and workflow tools (e.g. MS Project, ServiceNow, SharePoint), with the ability to adapt quickly to new digital and AI enabled platforms. CDW is committed to being an AI fluent organisation We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. About Us CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organisations achieve what's possible through technology. What makes CDW different isn't just what we do-it's how we do it. At CDW we act as one-building trust, speaking candidly, and working together to achieve more. We play to win-focusing on what matters most and delivering for our customers. And we think forward-staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees-working together to solve complex challenges and deliver real impact for our customers and communities. As a full stack, full lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
Locations : London Boston Gurgaon Atlanta Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will join our squad responsible for developing and supporting CMDB and Asset Management on the ServiceNow platform, as well as ensuring platform integrations, performance, and overall platform health. You will collaborate with teammates and stakeholders worldwide to deliver value to our users. Your work will involve analyzing, designing, scripting, configuring, and integrating a wide range of ServiceNow applications and plugins, helping us maximize the value of existing implementations. Additionally, you will deploy new functionality using tools such as IntegrationHub, Flow Designer, Performance Analytics, and other core ServiceNow capabilities. As a platform engineer, you will be part of a high-performing team of engineers, administrators, and architects. You will actively participate in Agile scrum ceremonies and collaborate closely with the product owner, scrum lead, and analysts to prioritize and deliver your work each sprint. In this role, you will have the opportunity to work with a high level of independence, bringing your expertise to deliver exceptional results. You'll be encouraged to identify opportunities for improvement, suggest innovative enhancements, and play an active role in shaping the platform's evolution to meet the needs of our dynamic and fast-paced environment. YOU'RE GOOD AT Delivering high-quality results with minimal supervision, demonstrating independence and reliability in your work Proactively identifying opportunities for improvement, suggesting creative and impactful solutions to enhance platform capabilities Creating clear and concise design and technical documentation to support robust implementation and long-term maintainability Demonstrating strong communication skills by delivering clear, well-structured demos and insightful data analysis Troubleshooting complex technical issues efficiently and effectively, with a focus on root cause analysis and sustainable fixes Building strong relationships across diverse teams and stakeholders, fostering collaboration to achieve shared goals Embracing Agile ways of working and adapting quickly to changing priorities and business needs What You'll Bring 6+ years of experience developing and maintaining ServiceNow solutions Strong experience with CMDB and IT Asset Management (models, lifecycle, hardware) Experience in platform performance, integrations, and overall platform reliability (experience with upgrades and maintenance is a plus) Proficiency in JavaScript and ServiceNow development, including server and client-side scripting, security, and debugging Experience with ServiceNow integrations using REST, GraphQL, IntegrationHub, security configuration, and third-party apps ServiceNow certifications are highly preferred Who You'll Work With You will join an existing Agile squad comprised of engineers, architects, analysts, a product owner, and scrum master. You will report to the ServiceNow Chapter Lead and will work closely with the product owner and scrum master to determine your work for each sprint. Additional info For US locations only In the US, we have a compensation transparency approach. Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below. The base salary range for this role in Boston is $134,000-$164,000. This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness. In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years. All of our plans provide best in class coverage: Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs Dental coverage, including up to $5,000 in orthodontia benefits Vision insurance with coverage for both glasses and contact lenses annually Reimbursement for gym memberships and other fitness activities Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month) Paid sick time on an as needed basis Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
26/06/2026
Full time
Locations : London Boston Gurgaon Atlanta Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will join our squad responsible for developing and supporting CMDB and Asset Management on the ServiceNow platform, as well as ensuring platform integrations, performance, and overall platform health. You will collaborate with teammates and stakeholders worldwide to deliver value to our users. Your work will involve analyzing, designing, scripting, configuring, and integrating a wide range of ServiceNow applications and plugins, helping us maximize the value of existing implementations. Additionally, you will deploy new functionality using tools such as IntegrationHub, Flow Designer, Performance Analytics, and other core ServiceNow capabilities. As a platform engineer, you will be part of a high-performing team of engineers, administrators, and architects. You will actively participate in Agile scrum ceremonies and collaborate closely with the product owner, scrum lead, and analysts to prioritize and deliver your work each sprint. In this role, you will have the opportunity to work with a high level of independence, bringing your expertise to deliver exceptional results. You'll be encouraged to identify opportunities for improvement, suggest innovative enhancements, and play an active role in shaping the platform's evolution to meet the needs of our dynamic and fast-paced environment. YOU'RE GOOD AT Delivering high-quality results with minimal supervision, demonstrating independence and reliability in your work Proactively identifying opportunities for improvement, suggesting creative and impactful solutions to enhance platform capabilities Creating clear and concise design and technical documentation to support robust implementation and long-term maintainability Demonstrating strong communication skills by delivering clear, well-structured demos and insightful data analysis Troubleshooting complex technical issues efficiently and effectively, with a focus on root cause analysis and sustainable fixes Building strong relationships across diverse teams and stakeholders, fostering collaboration to achieve shared goals Embracing Agile ways of working and adapting quickly to changing priorities and business needs What You'll Bring 6+ years of experience developing and maintaining ServiceNow solutions Strong experience with CMDB and IT Asset Management (models, lifecycle, hardware) Experience in platform performance, integrations, and overall platform reliability (experience with upgrades and maintenance is a plus) Proficiency in JavaScript and ServiceNow development, including server and client-side scripting, security, and debugging Experience with ServiceNow integrations using REST, GraphQL, IntegrationHub, security configuration, and third-party apps ServiceNow certifications are highly preferred Who You'll Work With You will join an existing Agile squad comprised of engineers, architects, analysts, a product owner, and scrum master. You will report to the ServiceNow Chapter Lead and will work closely with the product owner and scrum master to determine your work for each sprint. Additional info For US locations only In the US, we have a compensation transparency approach. Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below. The base salary range for this role in Boston is $134,000-$164,000. This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness. In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years. All of our plans provide best in class coverage: Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs Dental coverage, including up to $5,000 in orthodontia benefits Vision insurance with coverage for both glasses and contact lenses annually Reimbursement for gym memberships and other fitness activities Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month) Paid sick time on an as needed basis Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
Locations : London Boston Gurgaon Atlanta Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will join our squad responsible for developing and supporting CMDB and Asset Management on the ServiceNow platform, as well as ensuring platform integrations, performance, and overall platform health. You will collaborate with teammates and stakeholders worldwide to deliver value to our users. Your work will involve analyzing, designing, scripting, configuring, and integrating a wide range of ServiceNow applications and plugins, helping us maximize the value of existing implementations. Additionally, you will deploy new functionality using tools such as IntegrationHub, Flow Designer, Performance Analytics, and other core ServiceNow capabilities. As a platform engineer, you will be part of a high-performing team of engineers, administrators, and architects. You will actively participate in Agile scrum ceremonies and collaborate closely with the product owner, scrum lead, and analysts to prioritize and deliver your work each sprint. In this role, you will have the opportunity to work with a high level of independence, bringing your expertise to deliver exceptional results. You'll be encouraged to identify opportunities for improvement, suggest innovative enhancements, and play an active role in shaping the platform's evolution to meet the needs of our dynamic and fast-paced environment. YOU'RE GOOD AT Delivering high-quality results with minimal supervision, demonstrating independence and reliability in your work Proactively identifying opportunities for improvement, suggesting creative and impactful solutions to enhance platform capabilities Creating clear and concise design and technical documentation to support robust implementation and long-term maintainability Demonstrating strong communication skills by delivering clear, well-structured demos and insightful data analysis Troubleshooting complex technical issues efficiently and effectively, with a focus on root cause analysis and sustainable fixes Building strong relationships across diverse teams and stakeholders, fostering collaboration to achieve shared goals Embracing Agile ways of working and adapting quickly to changing priorities and business needs What You'll Bring 6+ years of experience developing and maintaining ServiceNow solutions Strong experience with CMDB and IT Asset Management (models, lifecycle, hardware) Experience in platform performance, integrations, and overall platform reliability (experience with upgrades and maintenance is a plus) Proficiency in JavaScript and ServiceNow development, including server and client-side scripting, security, and debugging Experience with ServiceNow integrations using REST, GraphQL, IntegrationHub, security configuration, and third-party apps ServiceNow certifications are highly preferred Who You'll Work With You will join an existing Agile squad comprised of engineers, architects, analysts, a product owner, and scrum master. You will report to the ServiceNow Chapter Lead and will work closely with the product owner and scrum master to determine your work for each sprint. Additional info For US locations only In the US, we have a compensation transparency approach. Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below. The base salary range for this role in Boston is $134,000-$164,000. This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness. In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years. All of our plans provide best in class coverage: Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs Dental coverage, including up to $5,000 in orthodontia benefits Vision insurance with coverage for both glasses and contact lenses annually Reimbursement for gym memberships and other fitness activities Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month) Paid sick time on an as needed basis Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
26/06/2026
Full time
Locations : London Boston Gurgaon Atlanta Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will join our squad responsible for developing and supporting CMDB and Asset Management on the ServiceNow platform, as well as ensuring platform integrations, performance, and overall platform health. You will collaborate with teammates and stakeholders worldwide to deliver value to our users. Your work will involve analyzing, designing, scripting, configuring, and integrating a wide range of ServiceNow applications and plugins, helping us maximize the value of existing implementations. Additionally, you will deploy new functionality using tools such as IntegrationHub, Flow Designer, Performance Analytics, and other core ServiceNow capabilities. As a platform engineer, you will be part of a high-performing team of engineers, administrators, and architects. You will actively participate in Agile scrum ceremonies and collaborate closely with the product owner, scrum lead, and analysts to prioritize and deliver your work each sprint. In this role, you will have the opportunity to work with a high level of independence, bringing your expertise to deliver exceptional results. You'll be encouraged to identify opportunities for improvement, suggest innovative enhancements, and play an active role in shaping the platform's evolution to meet the needs of our dynamic and fast-paced environment. YOU'RE GOOD AT Delivering high-quality results with minimal supervision, demonstrating independence and reliability in your work Proactively identifying opportunities for improvement, suggesting creative and impactful solutions to enhance platform capabilities Creating clear and concise design and technical documentation to support robust implementation and long-term maintainability Demonstrating strong communication skills by delivering clear, well-structured demos and insightful data analysis Troubleshooting complex technical issues efficiently and effectively, with a focus on root cause analysis and sustainable fixes Building strong relationships across diverse teams and stakeholders, fostering collaboration to achieve shared goals Embracing Agile ways of working and adapting quickly to changing priorities and business needs What You'll Bring 6+ years of experience developing and maintaining ServiceNow solutions Strong experience with CMDB and IT Asset Management (models, lifecycle, hardware) Experience in platform performance, integrations, and overall platform reliability (experience with upgrades and maintenance is a plus) Proficiency in JavaScript and ServiceNow development, including server and client-side scripting, security, and debugging Experience with ServiceNow integrations using REST, GraphQL, IntegrationHub, security configuration, and third-party apps ServiceNow certifications are highly preferred Who You'll Work With You will join an existing Agile squad comprised of engineers, architects, analysts, a product owner, and scrum master. You will report to the ServiceNow Chapter Lead and will work closely with the product owner and scrum master to determine your work for each sprint. Additional info For US locations only In the US, we have a compensation transparency approach. Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below. The base salary range for this role in Boston is $134,000-$164,000. This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness. In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years. All of our plans provide best in class coverage: Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs Dental coverage, including up to $5,000 in orthodontia benefits Vision insurance with coverage for both glasses and contact lenses annually Reimbursement for gym memberships and other fitness activities Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month) Paid sick time on an as needed basis Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will serve as the senior technical authority for IT Asset & Configuration Management on the ServiceNow platform, with technical ownership of both the ServiceNow CMDB and Asset Management capabilities. This Director-level role combines architecture, technical governance, product partnership, engineering leadership, and hands-on technical leadership, including direct involvement in complex design, configuration, troubleshooting, and critical implementation decisions when needed. You will define the technical direction, platform design, engineering standards, data quality posture, and roadmap for Asset Management, CMDB, Configuration Management, and related discovery and inventory data capabilities. You will operate with a high degree of autonomy, partnering closely with the Asset & Configuration Management Product Owners and senior functional stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, and Vendor Management to shape and influence the roadmap. You will define how hardware and software assets are tracked across their lifecycle, and ensure the platform supports defensible compliance positions, optimized license spend, proactive harvesting of unused entitlements, and the development of future business cases for advanced ITAM capabilities where appropriate. You will provide hands-on technical leadership across a blended team of engineers, establishing engineering standards, reviewing designs, driving accountability, contributing directly to sprint delivery, and remaining actively engaged in complex design, configuration, data quality, and implementation issues. You will serve as the primary technical escalation point for Asset & Configuration Management issues, including CMDB data quality, CI reconciliation, asset-CI alignment, software reconciliation, hardware lifecycle workflows, integration failures, audit support, and vulnerability-to-asset mapping. YOU'RE GOOD AT Deep expertise in ServiceNow Asset & Configuration Management, with significant experience architecting and delivering solutions across CMDB, Configuration Management, ITAM, HAM, SAM, and related platform capabilities; experience with HAM Pro, SAM Pro, or equivalent advanced ITAM capabilities is strongly valued. Helping shape business cases for future HAM Pro, SAM Pro, and inventory management capabilities Designing, implementing, governing, and improving enterprise CMDB capabilities in ServiceNow Applying CSDM, CI class modelling, relationship design, lifecycle governance, and CMDB Health in practical enterprise environments Connecting Asset Management and CMDB so that assets, CIs, software installations, ownership, lifecycle states, financial data, and operational relationships are accurate and usable Operating as a senior technical leader where data quality directly impacts license compliance, financial decisions, and audit outcomes Strong understanding of software entitlement models, license metrics, reconciliation logic, and the integration architecture required to support them Leading technical decisions across data models, lifecycle workflows, integrations, reconciliation logic, automation, reporting, and controls Proven ability to influence product roadmap decisions in partnership with Product Owners, representing technical trade-offs, compliance risk, and license optimization opportunities Providing technical leadership across blended teams of internal and contingent engineers, setting standards and driving accountability Acting as a hands-on technical leader, contributing directly to sprint delivery, particularly on complex stories, technical enablers, configuration decisions, troubleshooting, and high-impact changes What You'll Bring WHAT YOU'LL BRING (BEHAVIORS) Operating independently with minimal oversight while maintaining strong alignment with enterprise architecture, platform standards, and product priorities Exercising sound technical judgment and making clear, defensible architectural decisions across CMDB design, asset data, entitlement modelling, reconciliation strategy, and lifecycle automation Proactively identifying risks, surfacing them early, and recommending practical solutions Navigating high-visibility stakeholder environments with composure and confidence, including audit and vendor negotiation contexts Influencing senior stakeholders across IT, Security, Monitoring & Operations, Procurement, and Finance Holding firm in technical trade-off discussions where data trust, platform integrity, or long-term maintainability are at risk Establishing engineering rigor, accountability, and quality across a blended technical team YOU BRING (EXPERIENCE & QUALIFICATIONS) Bachelor's degree 10+ years' experience working as a ServiceNow engineer, technical lead or architect, with specialized expertise in IT Asset & Configuration Management Demonstrable hands-on experience implementing and governing ServiceNow CMDB in a complex enterprise environment Strong expertise in ServiceNow Configuration Management, including CMDB architecture, CI class design, IRE, CSDM alignment, relationship modelling, lifecycle governance, CMDB Health, data quality management, and remediation processes Software Asset Management depth, including software model normalization, publisher packs, license metrics, entitlement reconciliation, and audit defense; SAM Pro experience is strongly valued SaaS License Management experience, including SaaS spend visibility, usage-based reclamation, and renewal optimization a strong plus Strong understanding of contract and procurement integration, including purchase orders, entitlements, contracts, cost centers, and chargeback/showback Experience designing, governing, and managing integrations with discovery, inventory, endpoint, HR, procurement, ERP, security, monitoring, and asset data sources, such as ServiceNow Discovery, Service Mapping, SCCM/MECM, Intune, Jamf, Tanium, Flexera, Snow, Lansweeper, Workday, SAP, Coupa, Ariba, or equivalent platforms ServiceNow certifications expected: CSA as a baseline; CIS-SAM, CIS-HAM, CMDB, Discovery, ITOM, or Service Mapping related certifications or equivalent experience strongly valued Familiarity with ITIL 4 IT Asset & Configuration Management practice and ISO/IEC 19770 a plus; experience surviving a vendor software audit is highly valued Who You'll Work With You'll report directly to the Tech Team Lead within BCG's IT & Business Platforms Portfolio, working closely with the SACM & ServiceNow Core squad, including Scrum Lead, Product Owner, and Developers. You will act as the technical owner for CMDB, Configuration Management, discovery, inventory, and Asset Management capabilities, partnering with stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, Vendor Management, and Architecture to ensure these capabilities enable license compliance, cost optimization, operational resilience, audit readiness, security visibility, and trusted enterprise technology data. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
26/06/2026
Full time
Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do You will serve as the senior technical authority for IT Asset & Configuration Management on the ServiceNow platform, with technical ownership of both the ServiceNow CMDB and Asset Management capabilities. This Director-level role combines architecture, technical governance, product partnership, engineering leadership, and hands-on technical leadership, including direct involvement in complex design, configuration, troubleshooting, and critical implementation decisions when needed. You will define the technical direction, platform design, engineering standards, data quality posture, and roadmap for Asset Management, CMDB, Configuration Management, and related discovery and inventory data capabilities. You will operate with a high degree of autonomy, partnering closely with the Asset & Configuration Management Product Owners and senior functional stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, and Vendor Management to shape and influence the roadmap. You will define how hardware and software assets are tracked across their lifecycle, and ensure the platform supports defensible compliance positions, optimized license spend, proactive harvesting of unused entitlements, and the development of future business cases for advanced ITAM capabilities where appropriate. You will provide hands-on technical leadership across a blended team of engineers, establishing engineering standards, reviewing designs, driving accountability, contributing directly to sprint delivery, and remaining actively engaged in complex design, configuration, data quality, and implementation issues. You will serve as the primary technical escalation point for Asset & Configuration Management issues, including CMDB data quality, CI reconciliation, asset-CI alignment, software reconciliation, hardware lifecycle workflows, integration failures, audit support, and vulnerability-to-asset mapping. YOU'RE GOOD AT Deep expertise in ServiceNow Asset & Configuration Management, with significant experience architecting and delivering solutions across CMDB, Configuration Management, ITAM, HAM, SAM, and related platform capabilities; experience with HAM Pro, SAM Pro, or equivalent advanced ITAM capabilities is strongly valued. Helping shape business cases for future HAM Pro, SAM Pro, and inventory management capabilities Designing, implementing, governing, and improving enterprise CMDB capabilities in ServiceNow Applying CSDM, CI class modelling, relationship design, lifecycle governance, and CMDB Health in practical enterprise environments Connecting Asset Management and CMDB so that assets, CIs, software installations, ownership, lifecycle states, financial data, and operational relationships are accurate and usable Operating as a senior technical leader where data quality directly impacts license compliance, financial decisions, and audit outcomes Strong understanding of software entitlement models, license metrics, reconciliation logic, and the integration architecture required to support them Leading technical decisions across data models, lifecycle workflows, integrations, reconciliation logic, automation, reporting, and controls Proven ability to influence product roadmap decisions in partnership with Product Owners, representing technical trade-offs, compliance risk, and license optimization opportunities Providing technical leadership across blended teams of internal and contingent engineers, setting standards and driving accountability Acting as a hands-on technical leader, contributing directly to sprint delivery, particularly on complex stories, technical enablers, configuration decisions, troubleshooting, and high-impact changes What You'll Bring WHAT YOU'LL BRING (BEHAVIORS) Operating independently with minimal oversight while maintaining strong alignment with enterprise architecture, platform standards, and product priorities Exercising sound technical judgment and making clear, defensible architectural decisions across CMDB design, asset data, entitlement modelling, reconciliation strategy, and lifecycle automation Proactively identifying risks, surfacing them early, and recommending practical solutions Navigating high-visibility stakeholder environments with composure and confidence, including audit and vendor negotiation contexts Influencing senior stakeholders across IT, Security, Monitoring & Operations, Procurement, and Finance Holding firm in technical trade-off discussions where data trust, platform integrity, or long-term maintainability are at risk Establishing engineering rigor, accountability, and quality across a blended technical team YOU BRING (EXPERIENCE & QUALIFICATIONS) Bachelor's degree 10+ years' experience working as a ServiceNow engineer, technical lead or architect, with specialized expertise in IT Asset & Configuration Management Demonstrable hands-on experience implementing and governing ServiceNow CMDB in a complex enterprise environment Strong expertise in ServiceNow Configuration Management, including CMDB architecture, CI class design, IRE, CSDM alignment, relationship modelling, lifecycle governance, CMDB Health, data quality management, and remediation processes Software Asset Management depth, including software model normalization, publisher packs, license metrics, entitlement reconciliation, and audit defense; SAM Pro experience is strongly valued SaaS License Management experience, including SaaS spend visibility, usage-based reclamation, and renewal optimization a strong plus Strong understanding of contract and procurement integration, including purchase orders, entitlements, contracts, cost centers, and chargeback/showback Experience designing, governing, and managing integrations with discovery, inventory, endpoint, HR, procurement, ERP, security, monitoring, and asset data sources, such as ServiceNow Discovery, Service Mapping, SCCM/MECM, Intune, Jamf, Tanium, Flexera, Snow, Lansweeper, Workday, SAP, Coupa, Ariba, or equivalent platforms ServiceNow certifications expected: CSA as a baseline; CIS-SAM, CIS-HAM, CMDB, Discovery, ITOM, or Service Mapping related certifications or equivalent experience strongly valued Familiarity with ITIL 4 IT Asset & Configuration Management practice and ISO/IEC 19770 a plus; experience surviving a vendor software audit is highly valued Who You'll Work With You'll report directly to the Tech Team Lead within BCG's IT & Business Platforms Portfolio, working closely with the SACM & ServiceNow Core squad, including Scrum Lead, Product Owner, and Developers. You will act as the technical owner for CMDB, Configuration Management, discovery, inventory, and Asset Management capabilities, partnering with stakeholders across IT, Security, Monitoring & Operations, Procurement, Finance, Vendor Management, and Architecture to ensure these capabilities enable license compliance, cost optimization, operational resilience, audit readiness, security visibility, and trusted enterprise technology data. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.
ServiceNow Developer Location: Hybrid (Yorkshire) Salary: Up to £60,000 base Type: Permanent (must have right to work in the UK, sponsorship unavailable) If you're a ServiceNow Developer who wants more than just "business as usual", this is one worth exploring. We're partnering with a forward-thinking organisation that is continuing to invest heavily in its ServiceNow platform and wider digital transformation. As part of this journey, they're looking to bring in a ServiceNow Developer who can make an immediate impact, while also having a clear path to progress into a Lead Developer role over time. This is a genuine opportunity to step into a role where you are not just maintaining an environment, but actively shaping it. You'll be working across both BAU enhancements and high-impact project delivery, helping evolve how the platform supports the wider business. Role Responsibilities Design, develop and implement solutions across the ServiceNow platform, with a focus on ITSM and CSM, while continuously enhancing and optimising existing functionality to ensure performance, stability and scalability. You will work closely with stakeholders across the business to gather requirements and translate them into effective, scalable technical solutions. Contribute to the ongoing roadmap and continuous improvement of the platform, supporting project delivery through new module implementations, upgrades and integrations. Play a key role in driving best practice across development, configuration and platform governance, while collaborating with cross-functional teams to deliver high-quality outcomes. Key Requirements Proven experience as a ServiceNow Developer Strong hands-on expertise across ITSM and CSM modules ServiceNow Certified System Administrator (essential) ServiceNow Certified Application Developer (preferred) Experience with scripting, integrations and platform customisation Strong problem-solving skills and a proactive approach Desire to develop professionally and step into a lead or senior developer position What's on Offer Salary up to £60,000 Hybrid working model with flexibility Clear progression path into a Lead ServiceNow Developer role Opportunity to have real influence over platform direction and innovation This is ideal for a ServiceNow Developer who wants more than just BAU work. You'll get variety, ownership and the chance to grow into a leadership role, all within an organisation that genuinely values its platform and continues to invest in its future. If you're at the stage where you want more responsibility, more influence and a clear next step in your career, this is a strong opportunity to do exactly that. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
26/06/2026
Full time
ServiceNow Developer Location: Hybrid (Yorkshire) Salary: Up to £60,000 base Type: Permanent (must have right to work in the UK, sponsorship unavailable) If you're a ServiceNow Developer who wants more than just "business as usual", this is one worth exploring. We're partnering with a forward-thinking organisation that is continuing to invest heavily in its ServiceNow platform and wider digital transformation. As part of this journey, they're looking to bring in a ServiceNow Developer who can make an immediate impact, while also having a clear path to progress into a Lead Developer role over time. This is a genuine opportunity to step into a role where you are not just maintaining an environment, but actively shaping it. You'll be working across both BAU enhancements and high-impact project delivery, helping evolve how the platform supports the wider business. Role Responsibilities Design, develop and implement solutions across the ServiceNow platform, with a focus on ITSM and CSM, while continuously enhancing and optimising existing functionality to ensure performance, stability and scalability. You will work closely with stakeholders across the business to gather requirements and translate them into effective, scalable technical solutions. Contribute to the ongoing roadmap and continuous improvement of the platform, supporting project delivery through new module implementations, upgrades and integrations. Play a key role in driving best practice across development, configuration and platform governance, while collaborating with cross-functional teams to deliver high-quality outcomes. Key Requirements Proven experience as a ServiceNow Developer Strong hands-on expertise across ITSM and CSM modules ServiceNow Certified System Administrator (essential) ServiceNow Certified Application Developer (preferred) Experience with scripting, integrations and platform customisation Strong problem-solving skills and a proactive approach Desire to develop professionally and step into a lead or senior developer position What's on Offer Salary up to £60,000 Hybrid working model with flexibility Clear progression path into a Lead ServiceNow Developer role Opportunity to have real influence over platform direction and innovation This is ideal for a ServiceNow Developer who wants more than just BAU work. You'll get variety, ownership and the chance to grow into a leadership role, all within an organisation that genuinely values its platform and continues to invest in its future. If you're at the stage where you want more responsibility, more influence and a clear next step in your career, this is a strong opportunity to do exactly that. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business critical, web based platform within a regulated environment. The role sits between first line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools. Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low code platforms. Automation or scripting exposure using Python or Bash. Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
26/06/2026
Full time
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business critical, web based platform within a regulated environment. The role sits between first line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools. Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low code platforms. Automation or scripting exposure using Python or Bash. Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
About the Role The ServiceNow Development Lead is responsible for providing technical leadership, architectural guidance, and hands on expertise in the design, development, and delivery of ServiceNow solutions. This role leads a team of ServiceNow Engineers, ensuring the platform is robust, scalable, and aligned with organisational standards and strategic objectives. Responsibilities Technical Leadership & Team Management Lead, mentor, and inspire a team of ServiceNow Engineers, fostering a culture of craftsmanship, accountability, and continuous improvement. Set the technical standard by modelling exemplary development practices, architectural thinking, and solution design. Act as the "golden standard" for code quality, platform architecture, and development discipline. Provide technical oversight and ensure complex solutions are well-designed, rational, and maintainable. Agile Delivery Leadership Take the lead in Sprint Planning, Sprint Reviews, and Retrospectives, ensuring clarity, prioritisation, and an environment of open, constructive communication. Empower the team to raise concerns, challenge assumptions, and contribute to improvements in process and delivery. Drive predictable, high quality delivery across all ServiceNow workstreams. Solution Design & Development Design, develop, and implement ServiceNow applications, integrations, and configurations (workflows, business rules, UI scripts, client scripts, etc.). Ensure all solutions are scalable, robust, secure, and aligned with both ServiceNow and organisational best practices. Provide architectural guidance and approve designs for complex or strategic initiatives. Platform Governance & Health Own and enforce ServiceNow governance: coding standards, peer reviews, release processes, and change control. Maintain platform health as a top priority, ensuring performance, stability, and maintainability are never compromised. Stay current with new ServiceNow releases and drive adoption of relevant enhancements. Stakeholder Engagement Collaborate with business analysts, product owners, and process stakeholders to understand requirements and translate them into high quality technical solutions. Represent the development team confidently and ensure engineering considerations are heard and respected. Incident Ownership & Operational Excellence Own the Incident Management process within the development team. Ensure incidents assigned to engineers are kept up to date, progressed appropriately, and resolved within agreed SLAs. Conduct root cause analysis and feed learnings into continuous improvement initiatives. Qualifications Curious - You ask the right questions, listening and learning to get better every day. Creative - You simplify the complex. Always looking forward to create a bigger impact for our colleagues and customers. Accountable - You never standing still, never settle. You work at pace to achieve your goals. Inclusive - You collaborate, encouraging others to perform at their best, always welcoming new perspectives. Open - You work across borders, working with your team to achieve your collective goals.
26/06/2026
Full time
About the Role The ServiceNow Development Lead is responsible for providing technical leadership, architectural guidance, and hands on expertise in the design, development, and delivery of ServiceNow solutions. This role leads a team of ServiceNow Engineers, ensuring the platform is robust, scalable, and aligned with organisational standards and strategic objectives. Responsibilities Technical Leadership & Team Management Lead, mentor, and inspire a team of ServiceNow Engineers, fostering a culture of craftsmanship, accountability, and continuous improvement. Set the technical standard by modelling exemplary development practices, architectural thinking, and solution design. Act as the "golden standard" for code quality, platform architecture, and development discipline. Provide technical oversight and ensure complex solutions are well-designed, rational, and maintainable. Agile Delivery Leadership Take the lead in Sprint Planning, Sprint Reviews, and Retrospectives, ensuring clarity, prioritisation, and an environment of open, constructive communication. Empower the team to raise concerns, challenge assumptions, and contribute to improvements in process and delivery. Drive predictable, high quality delivery across all ServiceNow workstreams. Solution Design & Development Design, develop, and implement ServiceNow applications, integrations, and configurations (workflows, business rules, UI scripts, client scripts, etc.). Ensure all solutions are scalable, robust, secure, and aligned with both ServiceNow and organisational best practices. Provide architectural guidance and approve designs for complex or strategic initiatives. Platform Governance & Health Own and enforce ServiceNow governance: coding standards, peer reviews, release processes, and change control. Maintain platform health as a top priority, ensuring performance, stability, and maintainability are never compromised. Stay current with new ServiceNow releases and drive adoption of relevant enhancements. Stakeholder Engagement Collaborate with business analysts, product owners, and process stakeholders to understand requirements and translate them into high quality technical solutions. Represent the development team confidently and ensure engineering considerations are heard and respected. Incident Ownership & Operational Excellence Own the Incident Management process within the development team. Ensure incidents assigned to engineers are kept up to date, progressed appropriately, and resolved within agreed SLAs. Conduct root cause analysis and feed learnings into continuous improvement initiatives. Qualifications Curious - You ask the right questions, listening and learning to get better every day. Creative - You simplify the complex. Always looking forward to create a bigger impact for our colleagues and customers. Accountable - You never standing still, never settle. You work at pace to achieve your goals. Inclusive - You collaborate, encouraging others to perform at their best, always welcoming new perspectives. Open - You work across borders, working with your team to achieve your collective goals.
Product and Operations Lead - ServiceNowApplylocations: Bracknellposted on: Posted 6 Days Agojob requisition id: R-204970# ABOUT THE ROLEAs a Partner in our business your number one focus is to work collaboratively to create more value for our customers and our business. As the Product and Operations Lead - ServiceNow, you will lead the development and operational maintenance of the JLP ServiceNow environment, supporting ITSM and CMDB. You will define and own the multi-year ServiceNow roadmap, aligning platform capabilities with the Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through the use of ServiceNow by identifying and developing opportunities for integrations and automations and associated process improvements. Note that all development and operations of ServiceNow are provided by our 3rd party infrastructure partner and therefore you will not have admin access to the platform. You will maintain a holistic view of technical services, projects and outcomes for ServiceNow, assuring technical delivery and operational performance of services provisioned via offshore 3rd party suppliers. You will be a key touch point for the business and for colleagues within IT. You will also focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills. You will have the opportunity to develop and stretch personally and professionally to achieve your potential. Expected salary - The expected salary for this role is up to £75000 Contract type - This position is a permanent contract. Working pattern/flexible working : The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs, whilst balancing the needs of the business. Location - This role is based at our Bracknell Head Office campus. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. Key responsibilities Strategic Vision & Roadmap: Define and own the multi-year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives. Stakeholder & Governance Leadership: Establish and chair governance boards to ensure cross-functional transparency and lead engagement with senior directors to translate complex needs into deliverable requirements. Commercial & Vendor Management: Oversee licensing strategy, manage vendor relationships, and lead procurement activities, including the creation of Statements of Work (SOWs). Platform Development: Keep abreast of ServiceNow product development understanding how this would be useful for JLP. Network with other ServiceNow customers to understand best practice and ways of working. Platform Advocacy: Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (such as Jira, Confluence, Slack, SalesForce etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro. General Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy. Empower and support 3rd party offshore team to make decisions and resolve challenges in line with the strategy. As a co-owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business. Invest in your personal and professional development, utilising the opportunities available to you through your Profession to develop your skills and capabilities. Engage with your function, supporting your lead to continuously develop and improve it. Implements architectural and business commerce strategy to maximise the benefit and use of ServiceNow. Mitigate business risk while protecting throughput and business value. Assure operability delivery of ServiceNow Owns ways of working in capabilities and encourages safe experimentation in build and run Ensures services meet business need and manage major incidents as point of escalation Ensures all teams / services have clear OKRs Measure service(s) throughput and value released to ensure it is meeting required business impact Optimise cost of delivery by effectively using Partners and 3rd Parties by finding and removing all waste in the process Fights for balance of sensible prioritisation to remove technical debt and closes services, applications and infrastructure safely Essential skills/experience you'll need Skills Can plan effectively and is heavily outcome focused Has owned business problems and transformed business process with defined business impact Strong stakeholder management skills Demonstrates integrity by tenaciously doing the right thing in the face of mounting pressure Demonstrates a high level of personal accountability Experience: Typically 8-10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB. Technical Certifications: Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules like ITSM, CMDB, ITOM and CSDM. Leadership: Proven ability to manage multidisciplinary teams, working extensively in a matrix management environment Business Literacy: Strong financial acumen, including budget ownership, ROI assessment, and benefit realisation planning Closing Date: July 1, 2026 Pay: £62,900.00 - £115,000.00 Annual Contract Type: Permanent Hours of Work: 35 Job Level: Partnership Level 6 Where You'll Be Working: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA# ABOUT THE PARTNERSHIPWe're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.As Partners, we make all the difference. And, we all own it. Important points to note: It's important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you'll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
25/06/2026
Full time
Product and Operations Lead - ServiceNowApplylocations: Bracknellposted on: Posted 6 Days Agojob requisition id: R-204970# ABOUT THE ROLEAs a Partner in our business your number one focus is to work collaboratively to create more value for our customers and our business. As the Product and Operations Lead - ServiceNow, you will lead the development and operational maintenance of the JLP ServiceNow environment, supporting ITSM and CMDB. You will define and own the multi-year ServiceNow roadmap, aligning platform capabilities with the Service Management and organisational goals and digital transformation initiatives. You will seek to improve the operational efficiency of the organisation through the use of ServiceNow by identifying and developing opportunities for integrations and automations and associated process improvements. Note that all development and operations of ServiceNow are provided by our 3rd party infrastructure partner and therefore you will not have admin access to the platform. You will maintain a holistic view of technical services, projects and outcomes for ServiceNow, assuring technical delivery and operational performance of services provisioned via offshore 3rd party suppliers. You will be a key touch point for the business and for colleagues within IT. You will also focus on developing and maintaining stakeholder relationships, demonstrating effective influencing skills. You will have the opportunity to develop and stretch personally and professionally to achieve your potential. Expected salary - The expected salary for this role is up to £75000 Contract type - This position is a permanent contract. Working pattern/flexible working : The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs, whilst balancing the needs of the business. Location - This role is based at our Bracknell Head Office campus. Please note, any cost incurred as a result of travel to the office is the responsibility of the successful candidate. Key responsibilities Strategic Vision & Roadmap: Define and own the multi-year ServiceNow roadmap, aligning platform capabilities with organisational goals and digital transformation initiatives. Stakeholder & Governance Leadership: Establish and chair governance boards to ensure cross-functional transparency and lead engagement with senior directors to translate complex needs into deliverable requirements. Commercial & Vendor Management: Oversee licensing strategy, manage vendor relationships, and lead procurement activities, including the creation of Statements of Work (SOWs). Platform Development: Keep abreast of ServiceNow product development understanding how this would be useful for JLP. Network with other ServiceNow customers to understand best practice and ways of working. Platform Advocacy: Champion the platform across the business, identifying opportunities for workflow automation, integrations with other relevant platforms (such as Jira, Confluence, Slack, SalesForce etc.) and driving adoption of new modules and features beyond our initial use of ITSM Pro. General Set clear intent, direction and guardrails to achieve outcomes, aligned to the Partnership and business area strategy. Empower and support 3rd party offshore team to make decisions and resolve challenges in line with the strategy. As a co-owner, actively share the responsibilities of ownership and support Partners and colleagues to have a voice in our business. Invest in your personal and professional development, utilising the opportunities available to you through your Profession to develop your skills and capabilities. Engage with your function, supporting your lead to continuously develop and improve it. Implements architectural and business commerce strategy to maximise the benefit and use of ServiceNow. Mitigate business risk while protecting throughput and business value. Assure operability delivery of ServiceNow Owns ways of working in capabilities and encourages safe experimentation in build and run Ensures services meet business need and manage major incidents as point of escalation Ensures all teams / services have clear OKRs Measure service(s) throughput and value released to ensure it is meeting required business impact Optimise cost of delivery by effectively using Partners and 3rd Parties by finding and removing all waste in the process Fights for balance of sensible prioritisation to remove technical debt and closes services, applications and infrastructure safely Essential skills/experience you'll need Skills Can plan effectively and is heavily outcome focused Has owned business problems and transformed business process with defined business impact Strong stakeholder management skills Demonstrates integrity by tenaciously doing the right thing in the face of mounting pressure Demonstrates a high level of personal accountability Experience: Typically 8-10+ years in product management or enterprise platform ownership, with significant exposure to the ServiceNow ecosystem, particularly ITSM and CMDB. Technical Certifications: Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in modules like ITSM, CMDB, ITOM and CSDM. Leadership: Proven ability to manage multidisciplinary teams, working extensively in a matrix management environment Business Literacy: Strong financial acumen, including budget ownership, ROI assessment, and benefit realisation planning Closing Date: July 1, 2026 Pay: £62,900.00 - £115,000.00 Annual Contract Type: Permanent Hours of Work: 35 Job Level: Partnership Level 6 Where You'll Be Working: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA# ABOUT THE PARTNERSHIPWe're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.As Partners, we make all the difference. And, we all own it. Important points to note: It's important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you'll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
About the Role: Grade Level (for internal use): 16 S&P Global Market Intelligence is seeking a Head of Customer Excellence to lead and scale a world-class, end-to-end customer organization across our global business. This is a mission-critical enterprise leadership role accountable for the full post-sale customer lifecycle-from onboarding and support to success, retention, and value realization. The role sits at the intersection of customer experience, revenue growth, and operational excellence, with a mandate to deliver predictable, high-quality customer outcomes at scale. You will lead a global organization and drive the next phase of transformation-evolving to a data-driven, AI-enabled, and digital-first Customer Excellence model. What You'll Do Own the End-to-End Customer Lifecycle Lead all post-sale functions, including customer onboarding, support, success, and lifecycle management Ensure a seamless, proactive experience across all customer touchpoints Establish clear ownership of customer outcomes across the lifecycle Drive Customer & Revenue Outcomes Improve key metrics including: Customer satisfaction (NPS / CSAT) Retention and renewal rates Product adoption and engagement Partner with Commercial teams to enable renewals and expansion, contributing to Net Revenue Retention (NRR) Lead a Next-Generation Operating Model Design and execute a scaled, segmented delivery model (enterprise, mid-market, digital) Standardize and simplify global processes to improve quality, efficiency, and consistency Optimize cost-to-serve while maintaining best-in-class experience Deliver AI-Enabled Transformation Deploy automation, AI, and digital capabilities to enhance customer and agent experiences Expand self-service and digital engagement channels Partner with Technology and Data teams to build a modern CX platform ecosystem Build a Customer Intelligence Engine Implement customer health scoring, predictive analytics, and VoC programs Deliver actionable insights across Product, Sales, and CX teams Shift from reactive support to proactive, predictive engagement Lead Global Teams & Talent Strategy Build and develop a high-performing global leadership team Scale a modern workforce model (client proximity, operating center, AI-augmented) Foster a culture of customer obsession, accountability, and continuous improvement Drive Cross-Functional Alignment Partner closely with: Sales & Revenue Operations Product & Engineering Data & Analytics Platform & Technology teams Ensure alignment between customer experience, product delivery, and revenue strategy What Success Looks Like Consistent, high-quality customer experience at scale Improved retention, renewal performance, and customer lifetime value AI-powered, digital-first service model with measurable productivity gains Clear linkage between Customer Excellence and revenue outcomes Strong global team with scalable operating model What We're Looking For Experience 15+ years of experience leading global Customer Experience, Customer Success, or Support organizations Proven track record in scaled, subscription-based or data-driven businesses Experience leading large, complex, matrixed global teams Leadership & Capability Ability to operate as both a strategist and operator Demonstrated success driving: Transformation programs (AI, automation, operating model redesign) Customer and revenue outcomes (retention, adoption, growth) Deep expertise in: Customer lifecycle management CX platforms (e.g., Salesforce, ServiceNow) Data-driven decision-making Differentiators Experience building AI-enabled or digital-first customer organizations Strong financial acumen (cost-to-serve, ROI, efficiency metrics) Ability to influence at executive level and operate as an enterprise leader Benefits Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized. Continuous Learning: Access a wealth of resources to grow your career. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program, and financial wellness programs. Family Friendly Perks: Benefits for your partners and little ones. Beyond the Basics: Small perks such as retail discounts and referral incentive awards. Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal. Job ID: 329783 Posted On: 2026-06-23 Location: London, United Kingdom
25/06/2026
Full time
About the Role: Grade Level (for internal use): 16 S&P Global Market Intelligence is seeking a Head of Customer Excellence to lead and scale a world-class, end-to-end customer organization across our global business. This is a mission-critical enterprise leadership role accountable for the full post-sale customer lifecycle-from onboarding and support to success, retention, and value realization. The role sits at the intersection of customer experience, revenue growth, and operational excellence, with a mandate to deliver predictable, high-quality customer outcomes at scale. You will lead a global organization and drive the next phase of transformation-evolving to a data-driven, AI-enabled, and digital-first Customer Excellence model. What You'll Do Own the End-to-End Customer Lifecycle Lead all post-sale functions, including customer onboarding, support, success, and lifecycle management Ensure a seamless, proactive experience across all customer touchpoints Establish clear ownership of customer outcomes across the lifecycle Drive Customer & Revenue Outcomes Improve key metrics including: Customer satisfaction (NPS / CSAT) Retention and renewal rates Product adoption and engagement Partner with Commercial teams to enable renewals and expansion, contributing to Net Revenue Retention (NRR) Lead a Next-Generation Operating Model Design and execute a scaled, segmented delivery model (enterprise, mid-market, digital) Standardize and simplify global processes to improve quality, efficiency, and consistency Optimize cost-to-serve while maintaining best-in-class experience Deliver AI-Enabled Transformation Deploy automation, AI, and digital capabilities to enhance customer and agent experiences Expand self-service and digital engagement channels Partner with Technology and Data teams to build a modern CX platform ecosystem Build a Customer Intelligence Engine Implement customer health scoring, predictive analytics, and VoC programs Deliver actionable insights across Product, Sales, and CX teams Shift from reactive support to proactive, predictive engagement Lead Global Teams & Talent Strategy Build and develop a high-performing global leadership team Scale a modern workforce model (client proximity, operating center, AI-augmented) Foster a culture of customer obsession, accountability, and continuous improvement Drive Cross-Functional Alignment Partner closely with: Sales & Revenue Operations Product & Engineering Data & Analytics Platform & Technology teams Ensure alignment between customer experience, product delivery, and revenue strategy What Success Looks Like Consistent, high-quality customer experience at scale Improved retention, renewal performance, and customer lifetime value AI-powered, digital-first service model with measurable productivity gains Clear linkage between Customer Excellence and revenue outcomes Strong global team with scalable operating model What We're Looking For Experience 15+ years of experience leading global Customer Experience, Customer Success, or Support organizations Proven track record in scaled, subscription-based or data-driven businesses Experience leading large, complex, matrixed global teams Leadership & Capability Ability to operate as both a strategist and operator Demonstrated success driving: Transformation programs (AI, automation, operating model redesign) Customer and revenue outcomes (retention, adoption, growth) Deep expertise in: Customer lifecycle management CX platforms (e.g., Salesforce, ServiceNow) Data-driven decision-making Differentiators Experience building AI-enabled or digital-first customer organizations Strong financial acumen (cost-to-serve, ROI, efficiency metrics) Ability to influence at executive level and operate as an enterprise leader Benefits Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized. Continuous Learning: Access a wealth of resources to grow your career. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program, and financial wellness programs. Family Friendly Perks: Benefits for your partners and little ones. Beyond the Basics: Small perks such as retail discounts and referral incentive awards. Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal. Job ID: 329783 Posted On: 2026-06-23 Location: London, United Kingdom
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business-critical, web-based platform within a regulated environment. The role sits between first-line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root-cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow-ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web-based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data-related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools . Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role-based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low-code platforms. Automation or Scripting exposure using Python or Bash . Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast-paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on-call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
25/06/2026
Contractor
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business-critical, web-based platform within a regulated environment. The role sits between first-line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root-cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow-ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web-based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data-related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools . Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role-based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low-code platforms. Automation or Scripting exposure using Python or Bash . Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast-paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on-call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
Your new company A global telecommunications company is looking for Qualys Engineer SME x2 to join the wider team on a project to deliver the below:Qualys Platform Expansion Support the design, deployment, and expansion of the existing Qualys subscription (VMDR, CSAM, WAS etc.) Onboard new environments, assets, and business units into the Qualys platform Optimise scanning strategies for scale, performance, and coverage Configure and maintain scanners (physical, virtual, cloud agents) Work to ascertain ownership of assets and systems Your new role We are seeking an experienced Senior Qualys Engineer (Contractor) to support the expansion and optimisation of an established Qualys platform within a large-scale telecommunications enterprise environment. This role will focus on scaling existing Qualys capabilities, enhancing vulnerability management coverage, integrating with enterprise systems, and driving best practices across a complex and distributed infrastructure.The ideal candidate will bring deep Qualys expertise, strong network infrastructure knowledge, and proven experience operating within large, complex enterprise organisations.Vulnerability Management Enhance and mature vulnerability management processes across the estate Support remediation programmes in collaboration with infrastructure and application teams Produce high-quality reporting and dashboards for executive and operational stakeholders Infrastructure & Networking Integration Work closely with network and infrastructure teams to: Ensure accurate asset discovery across complex, segmented networks Troubleshoot connectivity and scanning issues (firewalls, routing, NAT, etc.) Expand coverage across on-prem, cloud, and hybrid environments Enterprise Integration Integrate Qualys with enterprise tooling such as: Helix (or similar ITSM platforms) CMDB and asset inventory systems Automate workflows using APIs and scripting where applicable Governance & Best Practice Ensure alignment with enterprise security standards and regulatory requirements Contribute to policies, standards, and procedures related to vulnerability management Provide guidance and mentoring to internal teams What you'll need to succeed Core Technical Expertise Extensive, hands-on experience with Qualys (VMDR essential) Strong understanding of: Vulnerability management life cycle Asset discovery and classification Patch and remediation processes Networking & Infrastructure Solid knowledge of: TCP/IP, DNS, routing, firewalls, VPNs Network segmentation and security controls Experience troubleshooting scanning issues inlarge, complex network environments Enterprise Environment Experience Proven track record working in large-scale enterprise organisations (preferably telecoms or highly regulated industries) Experience operating across distributed, multi-region infrastructures Cloud & Modern Environments (Desirable) Knowledge of cloud platforms (AWS, Azure, GCP) Experience with cloud agent deployments and cloud-native scanning Integration & Automation Experience integrating Qualys with: ITSM tools (e.g., ServiceNow) APIs and scripting (Python, PowerShell, etc.) Familiarity with automation and orchestration practices What you'll get in return Flexible working options available.Working alongside an enterprise client to deliver Qualys expansion as an SME Great team environment with hybrid working available What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
25/06/2026
Contractor
Your new company A global telecommunications company is looking for Qualys Engineer SME x2 to join the wider team on a project to deliver the below:Qualys Platform Expansion Support the design, deployment, and expansion of the existing Qualys subscription (VMDR, CSAM, WAS etc.) Onboard new environments, assets, and business units into the Qualys platform Optimise scanning strategies for scale, performance, and coverage Configure and maintain scanners (physical, virtual, cloud agents) Work to ascertain ownership of assets and systems Your new role We are seeking an experienced Senior Qualys Engineer (Contractor) to support the expansion and optimisation of an established Qualys platform within a large-scale telecommunications enterprise environment. This role will focus on scaling existing Qualys capabilities, enhancing vulnerability management coverage, integrating with enterprise systems, and driving best practices across a complex and distributed infrastructure.The ideal candidate will bring deep Qualys expertise, strong network infrastructure knowledge, and proven experience operating within large, complex enterprise organisations.Vulnerability Management Enhance and mature vulnerability management processes across the estate Support remediation programmes in collaboration with infrastructure and application teams Produce high-quality reporting and dashboards for executive and operational stakeholders Infrastructure & Networking Integration Work closely with network and infrastructure teams to: Ensure accurate asset discovery across complex, segmented networks Troubleshoot connectivity and scanning issues (firewalls, routing, NAT, etc.) Expand coverage across on-prem, cloud, and hybrid environments Enterprise Integration Integrate Qualys with enterprise tooling such as: Helix (or similar ITSM platforms) CMDB and asset inventory systems Automate workflows using APIs and scripting where applicable Governance & Best Practice Ensure alignment with enterprise security standards and regulatory requirements Contribute to policies, standards, and procedures related to vulnerability management Provide guidance and mentoring to internal teams What you'll need to succeed Core Technical Expertise Extensive, hands-on experience with Qualys (VMDR essential) Strong understanding of: Vulnerability management life cycle Asset discovery and classification Patch and remediation processes Networking & Infrastructure Solid knowledge of: TCP/IP, DNS, routing, firewalls, VPNs Network segmentation and security controls Experience troubleshooting scanning issues inlarge, complex network environments Enterprise Environment Experience Proven track record working in large-scale enterprise organisations (preferably telecoms or highly regulated industries) Experience operating across distributed, multi-region infrastructures Cloud & Modern Environments (Desirable) Knowledge of cloud platforms (AWS, Azure, GCP) Experience with cloud agent deployments and cloud-native scanning Integration & Automation Experience integrating Qualys with: ITSM tools (e.g., ServiceNow) APIs and scripting (Python, PowerShell, etc.) Familiarity with automation and orchestration practices What you'll get in return Flexible working options available.Working alongside an enterprise client to deliver Qualys expansion as an SME Great team environment with hybrid working available What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Competitive Salary Derby - Hybrid Permanent We are partnering with a leading technology and managed services organisation that is continuing to invest heavily in its ServiceNow platform and digital transformation capabilities. As part of this growth, they are looking to appoint an ServiceNow Platform Support Analyst (1st / 2nd Line) on a permanent basis, to play a key role in designing, developing, and enhancing enterprise-scale ServiceNow solutions. Role Summary The ServiceNow Platform Support Analyst is responsible for providing first and second-line support for the ServiceNow platform and its associated modules. The role will act as the primary point of contact for platform incidents, service requests, defects, configuration issues, and user queries, ensuring the platform remains stable, secure, and aligned to business requirements. The successful candidate will perform incident triage, troubleshooting, root cause analysis, platform administration, configuration, scripting, testing, and deployment activities while working closely with platform owners, developers, business stakeholders, and third-party partners. This role provides an excellent opportunity to develop into a ServiceNow Developer, Technical Consultant, or Platform Administrator. Key Responsibilities Act as the first and second-line support function for ServiceNow. Investigate, diagnose and resolve platform incidents and service requests. Triage incoming tickets and determine appropriate resolution paths. Monitor platform health, integrations, scheduled jobs, and system performance. Identify recurring issues and propose permanent fixes. Perform root cause analysis on platform defects. Maintain support documentation and knowledge articles. Modules Supported ITSM CSM FSM SPM CMDB Asset Management Knowledge Management Service Portal Integration Hub Flow Designer Reporting & Dashboards Performance Analytics Custom Applications Skills & Experience Experience supporting the ServiceNow platform. Understanding of ITIL processes. Experience investigating and resolving incidents. Knowledge of: Business Rules Client Scripts UI Policies Flow Designer Notifications ACLs Import Sets Transform Maps JavaScript knowledge. Experience working with APIs (REST/SOAP). Strong troubleshooting and analytical skills. Excellent communication skills. Key Competencies Customer Focus Problem Solving Attention to Detail Communication Skills Teamwork and Collaboration
25/06/2026
Full time
Competitive Salary Derby - Hybrid Permanent We are partnering with a leading technology and managed services organisation that is continuing to invest heavily in its ServiceNow platform and digital transformation capabilities. As part of this growth, they are looking to appoint an ServiceNow Platform Support Analyst (1st / 2nd Line) on a permanent basis, to play a key role in designing, developing, and enhancing enterprise-scale ServiceNow solutions. Role Summary The ServiceNow Platform Support Analyst is responsible for providing first and second-line support for the ServiceNow platform and its associated modules. The role will act as the primary point of contact for platform incidents, service requests, defects, configuration issues, and user queries, ensuring the platform remains stable, secure, and aligned to business requirements. The successful candidate will perform incident triage, troubleshooting, root cause analysis, platform administration, configuration, scripting, testing, and deployment activities while working closely with platform owners, developers, business stakeholders, and third-party partners. This role provides an excellent opportunity to develop into a ServiceNow Developer, Technical Consultant, or Platform Administrator. Key Responsibilities Act as the first and second-line support function for ServiceNow. Investigate, diagnose and resolve platform incidents and service requests. Triage incoming tickets and determine appropriate resolution paths. Monitor platform health, integrations, scheduled jobs, and system performance. Identify recurring issues and propose permanent fixes. Perform root cause analysis on platform defects. Maintain support documentation and knowledge articles. Modules Supported ITSM CSM FSM SPM CMDB Asset Management Knowledge Management Service Portal Integration Hub Flow Designer Reporting & Dashboards Performance Analytics Custom Applications Skills & Experience Experience supporting the ServiceNow platform. Understanding of ITIL processes. Experience investigating and resolving incidents. Knowledge of: Business Rules Client Scripts UI Policies Flow Designer Notifications ACLs Import Sets Transform Maps JavaScript knowledge. Experience working with APIs (REST/SOAP). Strong troubleshooting and analytical skills. Excellent communication skills. Key Competencies Customer Focus Problem Solving Attention to Detail Communication Skills Teamwork and Collaboration
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business-critical, web-based platform within a regulated environment. The role sits between first-line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root-cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow-ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web-based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data-related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools . Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role-based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low-code platforms. Automation or scripting exposure using Python or Bash . Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast-paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on-call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
25/06/2026
Contractor
Business Systems Support Engineer Location: Wrexham, Wales - Hybrid, 3-5 days onsite Hours: Monday-Friday, 8:00am-5:00pm UK time Contract: Inside IR35 We are on the lookout for a Business Systems Support Engineer to join a global technology support function. You will provide advanced support for a business-critical, web-based platform within a regulated environment. The role sits between first-line support, application owners and development teams, providing technical and functional support across complex system workflows. This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model. What you'll be doing Provide advanced application support, resolving escalated technical and functional issues. Investigate system behaviour, replicate defects and support root-cause analysis. Validate workflows, support data corrections and troubleshoot system or process issues. Manage and prioritise support tickets, ensuring timely updates and accurate documentation. Carry out ticket ageing reviews, proactive follow-ups and structured handovers across global teams. Work closely with application owners, SMEs, developers and support colleagues to resolve defects. Provide direct guidance to users experiencing more complex system issues. Communicate clearly on ticket ownership, progress and expected resolution timelines. Maintain knowledge articles, support documentation, process guides and reporting records. Contribute to continuous improvement across support processes, documentation and service delivery. Technical Requirements Minimum of 2 years' experience supporting business applications, systems or web-based platforms within a regulated environment. Strong troubleshooting capability across technical, functional and data-related issues. Experience using ServiceNow, Jira or similar ITSM/ticketing tools . Understanding of system integrations, data flows and production support environments. Experience managing incidents, escalations and complex ticket workflows. Ability to investigate defects, replicate issues and support resolution through to closure. Experience maintaining support documentation, knowledge articles and user guidance. Understanding of UAT, release validation, audit trails and role-based access controls. Familiarity with SOPs, compliance controls and structured support processes. Desirable Technical Experience Previous support experience within life sciences, clinical technology or another highly regulated sector. Exposure to IAM, MFA, RBAC and access governance. Experience with configuration management or low-code platforms. Automation or scripting exposure using Python or Bash . Experience improving ServiceNow workflows, support playbooks or knowledge management processes. Exposure to integrations, data validation and system release processes. Previous experience mentoring colleagues, managing escalations or coordinating workloads. What we're looking for A proactive support professional who enjoys getting beyond basic ticket resolution. Strong communication skills with the ability to work effectively with technical teams and end users. Comfortable managing multiple priorities in a fast-paced, global support environment. Able to work independently while collaborating closely with offshore and distributed teams. Comfortable participating in an on-call support model where required. Apply now for consideration. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.
