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ServiceNow Subject Matter Expert


£35000 - £45000 Per Annum depending on experience + benefits

Permanent (Full time)

ServiceNow Subject Matter Expertsought by a worldwide IT services provider in Birmingham whose state of the art services and solutions allow businesses to become more innovative and efficient.

The Role:

  • Effectively support production of Service Management Tooling (SMT) systems 24/7, responding to and resolving all logged tickets within stipulated SLAs
  • Provide out-of-hours cover (on a rota) for High Severity issues affecting Tooling availability
  • Demonstrate sound technical skills in SMT, specifically ServiceNow, & HP Server automation
  • Implement patches and upgrades to the system to maintain support status and to adopt and exploit new features and technologies
  • Understand root cause of all outages and take remediation steps to prevent recurrence.
  • Guide Technical Service Desk and junior team members in technical and functional areas
  • Proactively seek areas of improvement both in technical and process areas and take steps to implement them, setting and documenting standards
  • Maintain positive relationships with user community, peers and management

The successful Subject Matter Expert should have the following skills and knowledge:

  • Strong ServiceNow and HP Server Automation environment experience
  • Design, installation, configuration, upgrades, and administration of SMT solutions
  • Excellent communication, including to senior leadership, resource capacity planning, input and influence regarding specific project financial and budgets
  • Strong background in project implementation
  • Strong troubleshooting, diagnosing and problem-solving skills
  • Expertise in Integration with other ITSM tools
  • Experience of High Availability systems, BCP and/or DR
  • Network, database, server monitoring knowledge
  • Experience of optimising and fine-tuning existing deployments
  • Able to work to ITIL aligned processes, feeding into ITIL ServiceDesk tools

The following skills would be beneficial but are not essential:

  • Networking concepts (IP addressing, DHCP and DNS, NTP, multicast routing, 802.1q VLAN tagging) and Diagnostic tools (tcpdump/ethtool)
  • Authentication & authorisation (Kerberos, SAML, OAuth, oidc, PingFed, Okta, adfs, etc)
  • Privileged Access Management and credential stores e.g. CyberArk
  • vRealize Operations Manager monitoring toolsets
  • ServiceNow, Remedy & Cherwell ITIL ServiceDesk tools
  • VMWare
  • Web technologies e.g. load balancers, http, ssl
  • AWS, Azure or other cloud hosting solutions
  • Enterprise Malware protection tools e.g. Symantec/McAfee


  • Circa £35,000 - £45,000 salary depending on experience
  • Flexible hours optional
  • 6% bonus based on personal and company performance
  • BUPA Health
  • Travel Insurance
  • Childcare vouchers
  • 6% Pension contribution

ServiceNow Subject Matter Expert

Birmingham, West Midlands

Circa £35,000 - £45,000 depending on experience + benefits

Tools Expert | Infrastructure | Tools Operations Analyst | IT Tools Analyst | Infrastructure Support Engineer | Service Management Tools Analyst | Service Management Tools Expert | Service Management Tools Officer | Infrastructure Tooling Analyst

Posted 8 days ago

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