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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
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