Developer (ServiceNow) IT Service Management (ITSM) & HR Service Delivery (HRSD)

Job summary

The Department for Education (DfE) is expanding its use of ServiceNow as a strategic enterprise platform to support digital services across the organisation.

Our ESM (Enterprise Service Management) ServiceNow team sits within Technology Operations and Information Management, part of DDT Central Operations. We are responsible for developing and operating ServiceNow as a core enterprise platform, supporting a growing set of business capabilities.

This is an exciting time to join the team. The platform is evolving beyond traditional use cases and we are continuing to expand capability across multiple domains. We are strengthening our in-house development capability to ensure we can deliver high-quality, sustainable solutions and maximise value from the platform.

We are looking for an experienced ServiceNow Developer with strong technical development skills and proven experience of the platform. You will be part of an agile multidisciplinary team, contributing across both platform development and live service operation.

The role requires experience across key ServiceNow platform capabilities, including IT Service Management (ITSM) and related modules such as HR Service Delivery (HRSD), alongside an understanding of platform architecture and design principles. You should be confident designing solutions that integrate effectively within the wider ServiceNow ecosystem, ensuring a consistent, scalable and joined-up enterprise service.

IMPORTANT - This vacancy is using the Civil Service Numerical and Verbal tests. The deadline for completing the tests is the same as the vacancy closing date. Please ensure you complete the tests with sufficient time to complete the written application.

Job description

As a ServiceNow Developer, you will design, build and support solutions across the ServiceNow platform, contributing to both new delivery and live service operation.

You will:

• Design, configure, develop, test and implement ServiceNow solutions using platform best practice
• Work across key platform areas including ITSM and HRSD, ensuring solutions are consistent, maintainable and scalable
• Build end-to-end workflows, services, automations and integrations that support enterprise business processes
• Contribute to the evolution of the ServiceNow platform as part of a wider enterprise capability
• Develop solutions using modern ServiceNow practices including scripting, Flow Designer, IntegrationHub and APIs
• Apply strong engineering discipline, including safe change, testing, documentation and peer review
• Contribute to live service support where development input is required (incident, problem or request resolution)
• Identify opportunities for automation, simplification and improved user experience
• Contribute to platform standards, reusable components and development approaches
• Work as part of a collaborative agile team, supporting delivery and operational outcomes together
• Share knowledge and collaborate with colleagues to support team capability and service quality

Person specification

Essential Criteria:

1. ServiceNow development capability

Experience developing ServiceNow solutions using modern practices, including:

• Coding Technologies, eg JavaScript, HTML, CSS
• Principle SN functionality, such as Business Rules, etc.
• Automation/Flow tools
• Data Processing/Importing
• Integrations/IntegrationHub
• Able to deliver maintainable, reusable solutions aligned to platform best practice.

2. Coding standards and quality

Experience applying strong coding discipline, including:

• Writing secure, maintainable code using out-of-the-box functionality where possible
• Following development standards, documenting solutions and testing changes prior to release
• Working within controlled deployment and release processes

3. Workflow, automation and service design

Experience designing end-to-end services and automation, including:

• Service request and fulfilment processes, approvals, notifications and business logic
• Aligning solutions with platform data models and identifying opportunities to standardise and simplify services

4. Agile and DevOps delivery

Experience working in agile environments, including:

• Sprint-based delivery within multidisciplinary teams
• Supporting both development and live service, and iterating based on feedback and outcomes

5. ServiceNow HRSD and ITSM experience

Candidates must demonstrate practical, hands-on experience with ServiceNow HRSD and ITSM, including:

• Designing solutions aligned to wider platform architecture
• Good understanding of ITIL principles
• Case management, HR service catalogue and employee-facing services
• Handling sensitive data securely and understanding HR data structures
• Incident, problem, change and request processes
• Service quality, stability, and alignment between development and operational support

6. Communication and collaboration

Ability to:

• Work effectively with technical colleagues in a development-focused team
• Contribute to technical discussions and decision-making
• Communicate technical concepts clearly where required

Desirable Criteria (assessed in the event of a tie-break situation at interview to make an informed decision):

• Experience or awareness of ServiceNow ITOM capability (e.g. event management, discovery or service mapping)
• ServiceNow certifications (CSA, CAD, HRSD)
• ITIL 4 certification
• Experience with CMDB / CSDM
• Experience of CI/CD or modern development pipelines
• Experience working in large or complex environments

Benefits

Alongside your salary of £42,806, Department for Education contributes £12,400 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

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