Role: ServiceNow Lead Technical Developer(L3/L4)
Location: London (Hybrid)
Employment: Full time
Security Clearance: SC Cleared or SC Eligible
Role Overview:
The ServiceNow AMS Technical Consultant will acquire detailed technical and operational knowledge of the delivered ServiceNow solution, participate directly in cutover and Day-1 readiness, and ensure that the platform can be supported effectively following go-live.
The role will work alongside the Development team rather than waiting for a post-go-live handover. The Technical Consultant will progressively assume responsibility through structured knowledge transfer, shadowing, reverse shadowing, technical validation and practical participation in programme activities.
Following go-live, the Technical Consultant will provide hands-on L3/L4 support, troubleshoot incidents and defects, implement approved fixes and minor enhancements, and serve as the ServiceNow technical authority within the wider AMS service.
Key Responsibilities:
1. Early AMS Onboarding:
- Join the AMS service before production go-live and work alongside the existing ServiceNow Development team.
- Develop a detailed technical understanding of the delivered ServiceNow solution.
- Establish the ServiceNow technical support capability within the wider AMS operating model.
2. Knowledge Transition
- Participate actively in technical and functional knowledge-transition sessions.
- Review the platform architecture, configuration, data model, security model, workflows and operational dependencies.
3. Cutover Planning and Execution
- Work directly with the Development and Programme Cutover teams to plan ServiceNow cutover activities.
- Review the ServiceNow cutover plan and validate technical steps, dependencies, owners and timings.
4. Day-1 Readiness
- Own the technical elements of ServiceNow Day-1 support readiness.
- Validate that the production platform and delivered capabilities are available and functioning as expected.
- Confirm readiness of technical support procedures, operational documentation and escalation pathways.
5. Go-Live, Hypercare and Early Life Support
- Provide hands-on ServiceNow technical support throughout go-live.
- Monitor platform behaviour and investigate technical or functional issues.
- Participate in Hypercare command-centre and triage activities.
6. Hands-on ServiceNow Technical Support
- Provide L3/L4 technical support for the ServiceNow platform and supported capabilities.
- Work directly in ServiceNow to diagnose and resolve incidents, defects and configuration issues.
7. Defect and Problem Resolution
- Triage newly identified production defects.
- Assess technical impact, severity, priority and potential workarounds.
- Perform root-cause analysis for recurring or high-impact issues.
8. Application Maintenance and Minor Enhancements
- Assess ServiceNow maintenance requests and minor enhancements.
- Clarify technical requirements with process owners and business stakeholders.
- Provide technical feasibility, complexity and effort input.
9. CMDB and Foundation Data Support
- Provide hands-on technical support for CMDB and Foundation Data.
- Investigate data-quality issues, failed updates and configuration-record discrepancies.
10. Collaboration Across the AMS Service
- Work within the combined AMS service covering ServiceNow, Workday and other programme workstreams.
- Collaborate with other AMS technical resources to diagnose cross-platform issues.
Essential Experience:
- Extensive hands-on ServiceNow configuration, implementation, administration or production-support experience.
- Recent experience working directly within the ServiceNow platform.
- Experience providing L3 or L4 technical support for production ServiceNow environments.
- Experience participating in ServiceNow cutover, go-live, Hypercare or Early Life Support.
- Experience transitioning ServiceNow solutions from Development into AMS or BAU support.
- Experience completing structured Knowledge Transition, shadowing and reverse-shadowing activities.
- Strong ServiceNow troubleshooting and root-cause-analysis capability.
- Experience diagnosing issues across workflows, scripts, data, roles, access, forms, catalogues and user interfaces.
- Experience implementing configuration fixes and minor enhancements.
- Experience supporting releases, deployments and production validation.
- Experience creating technical runbooks, support procedures and knowledge articles.
- Experience working with Development, Architecture, Testing and Service Management teams.
- Experience operating in an SLA-driven application-support environment.
- Ability to work independently during critical cutover and production-support activities.
- Experience in Government, Public Sector, Defence or another regulated environment.
Qualifications and Certifications
- ServiceNow Certified System Administrator, or equivalent demonstrable hands-on platform expertise.
- ITIL v4 Foundation, or equivalent practical service-management experience.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
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