Job Description

The ServiceNow Administrator is responsible for providing general support, administration and maintenance of the Sellafield ServiceNow platform and its associated applications.
This encompasses reviewing, testing and implementing low complexity tooling changes as a result of service requests and changes along with overseeing the implementation of higher complexity changes performed by an external systems integration partner.
Reporting into the IT Service Management Tooling Lead, this role also works closely with the Enterprise Architecture and APM teams defining the ITSM portfolio and strategy, along with the external systems integration partner and the ServiceNow vendor.
The role of ServiceNow Administrator was previously performed external to Sellafield ISO by a prime external supplier. As a result of the PICTS Programme this capability now sits within SL ISO.

In order to ensure this new role is a success, the ServiceNow Administration team will need to deliver several key outcomes:
• Working with the rest of Sellafield ICT/ISO, establish clear boundaries and responsibilities between the ServiceNow Administration team and other teams such as Enterprise Architecture, and APM, as well as the External Systems Vendor Partner
• Onboard the new supply chain to ServiceNow
• Support Change Management and the APM team in assessing changes which could impact ServiceNow
• Implement and test a defined set of low complexity changes to ServiceNow
• Define the scope of medium complexity changes to ServiceNow for implementation by a Systems Integration Partner
• Provide input into the scoping/definition of high complexity changes to ServiceNow
• Provide day-to-day relationship management and co-ordination of activity being performed by the Systems Integration Partner
• Plan and perform acceptance tests for changes made by the Systems Integration Partner
• Support/perform ServiceNow regression testing because of complex changes and upgrades

Principal Accountabilities

• Provide general support, administration and maintenance of ServiceNow platform and its associated applications
• Manage the ServiceNow Administrations’ ticket queue and update tickets to demonstrate progress against requested actions
• Monitor health and usage of ServiceNow and its applications
• Configure and maintain SLAs and KPIs, catalogue items and their associated workflows, along with other system objects
• Create ServiceNow reports and dashboards, working closely with the IT Service Reporting and Measurement team
• Act as the gatekeeper for ServiceNow’s integrity and ability to be smoothly and quickly upgraded in line with Software as Service (SaaS) principles
• Implement assigned ServiceNow configuration changes within a timely manner and following the agreed work instructions
• Build a strong working relationship with key contacts within the Systems Integration Partner and keep regular contact e.g., chair daily/weekly calls to understand progress against changes/tickets assigned to them.
• Using ticket data in ServiceNow, produce and share with service operations management a weekly report describing the throughput of tickets assigned to the ServiceNow Admin and Systems Integration Partner and the status of any open changes assigned to the Systems Integration Partner with annotated updates based on discussions with them
• Develop, agree and maintain a list of approved requestors for ServiceNow changes along with associated Change types and Change Models (working closely with the Change Management team)
• Coordinate ServiceNow application minor releases and updates, and support major upgrades, in conjunction with the external systems integration partner and platform support teams, including loading, manipulating and transferring data between ServiceNow and other systems
• Assist in building and maintaining internal technical documentation, manuals, policies, and processes
• Support the ITSM Change Board (or equivalent) and any other governance arrangements
• Understand how ServiceNow can enable Sellafield to be more efficient to achieve measurable benefits, for example enabling both Sellafield and the supply chain to be more efficient, and make relevant recommendations for continuous improvement programmes
• Support Proof of Concept demonstrations of new functionality and features for future releases
• Develop and maintain training materials for use by resolver team users of ServiceNow
• Work closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices
• Produce new work instructions for repeatable administrative tasks within ServiceNow following ServiceNow best practice (e.g., per training)
• Maintain ServiceNow certification on an ongoing basis
• Complete additional ServiceNow training where possible to continually enhance knowledge, subject to Sellafield available budget
• Administration access rights to the ServiceNow ITSM toolset
• Ability to grant or deny access to roles and groups within the ITSM toolset, in line with policy
• To advise both ISO colleagues and the Service Providers on ITSM tooling administration and best practice
• To represent Sellafield in discussions with the External Systems Integration Partner with regards to ServiceNow Administration
• Administration of ~1000 ServiceNow accounts

Essential Skills

• Subject Matter Expert in ServiceNow is essential, included a demonstrated ability with ServiceNow incident, change, problem, request, CMDB, knowledge management, agent dashboard, chat and other applications
• Subject Matter Expert in other IT Service Management Tooling is desirable
• Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP or equivalents
• Experience troubleshooting integration management, API’s, security, and software application issues
• Ability to analyse, troubleshoot and resolve complex software application related issues
• ServiceNow Certified System Administrator or ServiceNow Certified Application Developer qualification is essential
• Knowledge of Service Management Best Practice
• Experience of managing Tier 1 IT Service Providers
• Extensive experience of Service Management Toolsets
• Good communication skills with the ability to inform others using technical knowledge
• Good analytical skills with the ability to identify trends and patterns
• Computer literate, including a good working knowledge of relevant computer software
• ITIL V3/4 Foundation Certificate essential

Desirable Skills

• ITIL V3/4 more advanced qualifications are desirable

Additional Information

• Open VN
• Number of Vacancies: 2
• Contact/s: Richard Wilkinson

The interviews for this vacancy are expected to take place w/c 2nd November 2026.

ASW’s may have the right to apply for internal Sellafield Ltd vacancies. Please note if you are an Agency Supplied Worker you are required to attach evidence of all qualifications obtained to support your application. We require a minimum of A*-C (9-4) GCSE in English Language, Maths & Science/IT or equivalent / higher qualification.

Contracted Supply Workers (CSWs) are not eligible to apply to internal vacancies. CSWs are welcome to apply to external vacancies advertised on our external vacancies board.

If you choose to apply for this role and your application is shortlisted by the hiring manager, you will be invited to a competency based interview. In the interview, you will be assessed against the below competencies:

Behavioural:
Problem Solving – 4.1.3
Collaboration and Teamwork – 4.1.6
Adapting to Change – 4.3.3

Technical:
Delivering Quality 31.4
Using IT at work – 31.3

Please see link to the competency framework for further information:
https://slportal.ssa-intra.net/pub/SC001/00027/Competency%20Framework/Forms/AllItems.aspx

If your technical competency is not in the above framework, please refer to the profession’s share point page for further information.

Sellafield Ltd are recognised as a Disability Confident Employer (Level 3). Disability Confident employers offer an interview to disabled applicants that meet the minimum criteria for a vacancy. Sellafield Ltd define the minimum criteria as the ‘essential skills’ which are listed on the vacancy notice. Whilst completing your application form, you will be able to indicate if you wish to be considered under the disability confident scheme. If you would prefer to discuss this directly with us, please contact the GBS Recruitment team on recruitment@sellafieldcloud.co.uk

Please ensure that you save a copy of this advert for future reference if you make an application for this role.

The closing date for this vacancy is Monday 5th October 2026.