Allen & Overy LLP

ServiceNow Administrator

Belfast (City/Town)
16 Apr 2018
24 Apr 2018
Role Classification
Other Professional
Contract Type
Experience Level

Job description

Department Purpose and Structure

IT Support provides Allen and Overy with an initial point of contact for reporting and providing first and second line resolution for IT support calls and requests. The team manages requests for new services and liaises with other areas of IT to resolve issues with existing systems and hardware.  
The IT Process team provides a framework for the governance of IT, focusing on the continuous measurement and improvement of the quality of IT services delivered. The group collectively seeks to increase customer and client satisfaction; improve service availability; achieve financial savings; improve time to "production" for new products; and services and optimise decision making and risk management decisions.
The team is responsible for embedding these enhanced processes set to ISO: 20000-1: 2011 standard within the global organisation and ensuring that all key service providers in Allen & Overy fully embrace them.
The ServiceNow Administrator/Developer will report to the IT Process Team Manager, but may also take direction and guidance from the Application Database Technical Team Leader.
Role Purpose

Administer, design, configure and develop ServiceNow based applications to support business processes and meet business requirements:

  • General support, daily administration and maintenance of ServiceNow platform and associated applications.
  • Monitor health, usage, and overall compliance of ServiceNow.
  • Work directly with end users to resolve support issues within ServiceNow.
  • Gather, review and clarify business requirements and use-cases with stakeholders and end users
  • Provide technical input on the capabilities of the ServiceNow platform and insights on the preferred/best practice way to implement solutions
  • Contribute to solution design and implementation plans working closely with other team members
  • Follow coding standards, implementation plans and timelines to deliver effective solutions
  • Create ServiceNow reports and dashboards. 

Key Relationships

  • Work with all regional IT Functions/ Process Managers/ HR Teams/ Facilities & Business Services to ensure the ServiceNow Service Management Tool fully meets A&O standards and business requirements
  • Work closely with all Support and Technical Team Leaders to deliver an efficient and effective service
  • Work directly with internal users to manage and resolve support issues within ServiceNow and related applications. Delivering an appropriate level of service, prioritising accordingly.
  • Works with the Process Team Manager to ensure effective transition of services into support and service excellence is being maintained.
  • Support Business Solutions Management by providing support on projects.
  • Work closely with third party support vendors to ensure efficient and effective administration, maintenance and development of the ServiceNow platform and associated applications. 

Job Description

Role and Responsibilities

  • General support, daily administration and maintenance of ServiceNow platform and associated applications.
  • Work directly with end users to manage and resolve support issues within ServiceNow and related applications
  • Provide subject matter proficiency for work on the system platform
  • Monitor health, usage, and overall compliance of ServiceNow
  • Develop systems integrations and process automation within ServiceNow - responsible for application and support activities for optimal performance
  • Load, manipulate and maintain data between ServiceNow and other systems
  • Performs migration of code from development and test systems to production instance
  • Leads system upgrade planning and execution
  • Perform installation and testing of ServiceNow updates and new releases.
  • Implement and configure new modules
  • Create ServiceNow reports and dashboards
  • Responsible for developing training and materials for user community as needed
  • Communicate effectively with team members, customers and contractors
  • Perform other duties as assigned 

Key requirements
Business Competencies

  • Ability to think logically, analyse situations, solve problems to meet agreed performance targets
  • Interpersonal and leadership skills to work independently on assigned tasks. Demonstrated customer service skills to maintain systems which support the provision of excellence in customer service
  • Organizational, coordination, prioritization, and time management skills with an ability to work to handle a variety of ongoing activities to meet deadlines
  • Awareness of business-critical incidents, and their potential implications for the business
  • Demonstrated oral and written communication skills to prepare and maintain documentation, reports, and correspondence. Strong ability to analyze and problem solve.
  • Flexibility and adaptability to quickly respond to changing priorities
  • Ability to work well with team members, customers, and contractors is essential
  • Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
  • Ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
  • Highly self motivated, self-starter, who will undertake all activities to the highest professional standards
  • A flexible approach, with the ability to plan and co-ordinate information from various sources is important for this position


  • Excellent knowledge of ServiceNow best practices and on-going knowledge of latest ServiceNow features.
  • Strong understanding and knowledge of the ServiceNow upgrade process
  • Good understanding and working knowledge of the ITIL disciplines – ITIL Foundations V3 Certification desirable.


  • 2 to 3 years working in the ServiceNow platform in an Admin/Developer Capacity administering an enterprise-wide, multi-tier ITSM production environment, including the delegation of groups, workflows, business rules, UI configuration, catalog items, reports, and updates. ServiceNow certified admin
  • Experience Configuring Service Now Discovery, CMDB, Incident, Problem, Change, Release, SLM, Service Catalog, Asset Management, reporting implementation, configuration and administration
  • Must be able to design and build applications that set business goals and needs. Proven experience implementing and customizing enterprise applications
  • Experience creating system update sets, promoting and testing multiple instances into production
  • Involvement in at least 1 ServiceNow version upgrade.
  • Experience of working in an ITIL environment
  • Previous experience of working and managing 3rd party support vendors  


  • Ideally the candidate should have the following or equivalent:
  • BA/BS in Computer Science or related field; or equivalent combination of education and experience.
  • ServiceNow Certified Administrator Appropriate technical qualifications or demonstrable equivalent experience. ServiceNow System Administration and ServiceNow Scripting certifications are desirable
  • ITIL Foundation V3 Certification  - desirable