ServiceNow Operations Engineer

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).

Reporting to the Manager, Senior ServiceNow Developer (ESM ServiceNow Platform), the role plays a critical role in configuring, customizing, and maintaining the ServiceNow platform while ensuring alignment with business requirements and providing ongoing support and enhancements throughout the project lifecycle!

The role is responsible for delivering 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:

• Oversee the administration and maintenance of the ESM platform, ensuring user management, security, data integrity, and optimal system performance.
• Configure, customize, and develop ServiceNow applications and modules. This includes creating and maintaining workflows, automation, client scripts, business rules, and integrations with other enterprise systems.
• Provide ongoing support for the ESM platform by solving issues, resolving incidents, managing update sets, and ensuring smooth operation and minimal downtime.

In this role you will work closely with senior developers to ensure alignment on technical solutions and adherence to best practices. Collaboration with business analysts (BAs) is crucial to understand business requirements and translate them into effective ServiceNow solutions. You will actively participate in all phases of the software development life cycle (SDLC), including requirements gathering, design, development, testing, deployment, and maintenance, ensuring that the ServiceNow platform meets business needs and delivers high-quality outcomes.

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

• 3+ years of hands-on experience with ServiceNow, demonstrating expertise in configuration, customization, and administration of the ESM platform.
• Manage and maintain the ServiceNow platform, including user administration, security, and data integrity.
• Develop and implement new ServiceNow applications and integrations with other enterprise systems.
• Solve issues and ensure timely resolution of incidents and problems related to the ServiceNow platform.
• Design and implement workflows and automation to streamline processes and improve efficiency.
• Create and maintain Automated Test Frameworks (ATFs).
• Develop and maintain client scripts, business rules, UI policies, UI actions, script includes, ACLs, and data policies.
• Create and maintain catalog items, including associated workflows and user interface components.
• Build and manage integrations with other systems using REST, SOAP, and other integration methods.
• Manage and deploy update sets across multiple instances, ensuring proper version control and environment management.
• Configure and maintain email notifications, inbound actions, and event management.
• Monitor system performance and optimize as necessary to ensure high availability and reliability.
• Create and maintain detailed documentation of configurations, customizations, and procedures.
• Adhere to industry best practices for coding standards, change management, and performance optimization.
• Deliver training and support to end-users and stakeholders to ensure effective use of the ServiceNow platform.
• Keep up to date with the latest developments and features in the ServiceNow ecosystem.

Preferred Skills and Experience

• Hands-on experience in core ServiceNow administration (beyond just certifications).
• Strong understanding of ServiceNow platform configuration, instance management, and troubleshooting.
• Good scripting knowledge in ServiceNow (JavaScript, Business Rules, UI Policies, etc.).
• Proven ability to troubleshoot and resolve platform issues efficiently.
• Candidates will be required to demonstrate their skills on a PDI during the interview process.

Education and Professional Skills

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field.
• Are a certified ServiceNow System Administrator!
• Are a certified ServiceNow Application Developer - Preferred
• Additional ServiceNow certifications (like Certified Implementation Specialist) are a plus.

Key Relationships

• ServiceNow Senior Developers
• ITSM & ITOM Service Manager
• Scrum Masters
• Business Analysts