LSEG is undertaking an ambitious programme to digitise our enterprise Global Business Services on the ServiceNow platform. We are transforming our existing ServiceNow product families (ITSM, HRSD, ITBM) and internally developed platform applications, and digitising other enterprise workflows onto the Enterprise Service Management Platform (ServiceNow).

Working with the ESM Platform Software Development Lead, the Senior ServiceNow Developer plays a critical role in designing and delivering technical solutions that meet the needs of our customers.

The role will deliver outstanding value and experiences to our colleagues and customers through excellence in ServiceNow software development and is pivotal in supporting our vision for a fully digitised London Stock Exchange Group.

The role has three primary scopes of responsibility:

• To provide technical guidance to the development team and collaborate with architects, business analysts, and testing team members, to ensure the successful delivery of technical outcomes..
• To digitise the platform by developing and implementing customisations, enhancements, and integrations in accordance with the best practices of ServiceNow.
• To ensure that the platform (ServiceNow) is always secure, stable, and performant, and that the support services for the platform are provided to the highest levels of performance.

This role serves as a vital link between Design, Development, Testing, and Release processes within the development cycle in the platform. The role works closely with the Demand and Agile Managers to ensure that customer outcomes are delivered on-time and to expected quality standards. This role is responsible for the implementation, administration, development, and support of ServiceNow and all associated interfaces in the platform.

The role ensures that the quality of software design and development on the ESM Platform are in line with good practices and of the highest standards, and that we continually apply creative and innovative solutions to meet our customers’ needs.

The role provides a compelling opportunity to join a growing team in a dynamic, global technology company. The successful candidate will have the opportunity in the future to progress into more senior roles within the team and company.

Tech Profile/Essential Skills

• 6+ years’ demonstrated experience as a ServiceNow Developer.
• Have validated experience of working on at least three separate, ServiceNow product implementations in global organisations.
• 2+ years’ experience working within an Agile Delivery environment.
• Have demonstrable, hands-on experience of the design, development, and implementation of ServiceNow products and solutions.
• Have demonstrable experience in technical concepts of ServiceNow (workflow design, APIs, Web Services, integrations.
• Validated scripting skills in Javascript, Angular/Angular etc.
• Validated, hands-on experience of designing, configuring, and developing product automations and integrations.
• Shown experience of design and development of scoped applications of varying complexity.
• Shown experience in running platform support services to achieve SLAs.
• Experience in configuring and using ServiceNow’s Performance & Analytics module.
• Experience with web technologies & web services including: jQuery, REST, SOAP, JSON or XML.
• Experience in ServiceNow platform deployments and upgrades.
• Possess excellent written and verbal communication skills in English.
• Have the adaptability to work under changing work scenarios and a pro-active approach to dealing with challenges.
• Have the ability and confidence to positively challenge the customer requirements to seek better solutions and outcomes.
• Have the ability to prioritise their workload and that of their teams, and the ability to meet deadlines.
• Have the ability to promptly identify and call out issues which may affect the scope, quality, or timeliness of objectives.
• Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
• Have a solid focus on delivery quality and a high attention to detail.
• Have demonstrable experience working in a global organisation.
• Proactively enhance and keep updated your ServiceNow product knowledge and/or certifications.

Preferred Skills and Experience

• Have experience working with ServiceNow professional services or consulting partners (strongly desired).
• Have experience in ServiceNow Discovery and CMDB.
• Prior experience working in an enterprise IT Service Management environment.
• Have validated Digital Transformation experience within global, enterprise organisations.
• Hold a qualification of an ITIL Foundation Certificate.

Education and Professional Skills

• Have additional ServiceNow certifications.
• Have a degree or equivalent experience in a computer science, engineering, or similar technical subject area – A good relevant degree is desirable, but experience and the right approach to work are just as important..
• Are a certified ServiceNow System Administrator., ServiceNow Application Developer, and a ServiceNow Implementation Specialist in at least two ServiceNow products.

Detailed Responsibilities

Functional Leadership:

• Responsible for taking ownership of complex business requirements and to work towards their completion.
• Provide technical assistance to other members of the development team.

Design and Development:

• Work with ServiceNow Architects to support the definition of innovative, simple, and functional solutions.
• Design, configure, develop, test, and deploy application technical solutions e.g. Business Rules, Client Scripts, UI Policies/Actions, Access Control Lists, scheduled jobs, import sets, transform maps, and notifications.
• Develop and maintain technical capabilities e.g. SSO, Integration Hub spokes, Virtual Agent.
• Design and develop Service Request workflow designs (using Flow Designer).
• Work with Functional Consultants and Business Analysts in creating and estimating User Stories, and propose solutions that meet or exceed customer expectations in terms of quality and user experience.

Test and Release Management:

• Successfully test the User Stories and components prior to release.
• Create and keep updated test plans, schedules, and ATFs in conjunction with Test Management.
• Coordinate with Release Management to ensure timely and successful software releases.

Best Practice and Governance:

• Participate in the design and implementation of projects in collaboration with the ESM Platform Architects.
• Maintain and monitor the health of the ESM Platform.
• Prepare process and technical design documents.
• Create and maintain reporting metrics, and dashboards for software development and support operations.
• Implement and run the ServiceNow Dev-Ops forum.
• Maintain regular code reviews.
• Adopt the ServiceNow good practices for software design and development across the ESM Platform ecosystem.
• Provide technical guidance to the colleagues and customers to resolve questions and queries.

ServiceNow Support:

• Be accountable for the timely resolution of Incidents in accordance with SLAs.
• Conduct a daily health check of the ESM platform.
• Plan and manage the technical activities for ServiceNow application upgrades and patching, with Release Management.
• Identify potential improvement areas in the platform and try to implement the necessary fixes.
• Develop, maintain, and run service reports/dashboards to ensure system operation meets service performance targets.
• Run and maintain Identity Access Management controls within the platform.
• Run and maintain interfaces to any upstream and downstream services or integrations.
• Run the Reference Data within the platform in accordance with architecture and governance policies and standards.
• Act as the first point of escalation for the ESM Platform Development Team for Incidents, Problems, and other technical issues.