ServiceNow Application Specialist

We have an exciting opportunity to join City & Guilds as our ServiceNow Application Specialist! You will be our subject matter expert for ServiceNow, responsible for translating the required capabilities and outcomes at an organisation level into fully rationalised detailed solutions, and a roadmap of delivery.

As an experienced ServiceNow Application Specialist and an expert in IT and/or HR processes, you will thrive on being a central figure for City & Guilds.

You will need to be based in the UK working on a hybrid basis with a mix of home and office. We offer flexible working but request presence in City & Guilds offices as required for this role. 

We will not be able to offer visa sponsorship for this vacancy.

This appointment will be made on merit.

We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.

Type of role
Full-time or part-time
Location - Country
Location - City
Business Unit
Closing date
Vacancy ref


About the role

You will work with our IT and HR teams, and the wider City & Guilds community, to enhance the business and technical roadmaps, plans, patterns, process, procedures, guidelines, and implementation patterns.

Our successful candidate will coordinate and provide system support and expertise for our service management platform and related systems. You will own the development of community of champions and super users among process owners within the business, including conducting training and producing training material on technical and operational procedures.

We will expect you to lead internal/external user group sessions to identify emerging requirements for the system roadmap.

You will ensure that our platforms are being utilised effectively by the business and work with 3rd Party vendors to explore functionalities that can be utilised to improve our services.

Working closely with project managers and business stakeholders you will be required to implement ITIL best practices.

About you

You will have 2 years plus experience with the ServiceNow application, an expert in configuration, administration, and usage. You should have ServiceNow certification (ideally at least Admin & Application developer).

You will have extensive experience in ServiceNow development, including with the Service Catalog module, you will be hands on with regards to development, management, and deployment with ServiceNow.

You should have expertise in ITSM and/or HR ServiceNow applications.

Our successful candidate will have advanced knowledge in creating request forms, developing integration with external systems, implementing security, and enhancing the user interface to provide a custom look and feel.

You will have strong working knowledge of ITSM components such as Change/Incident/Problem management, Asset Management, CMDB, Release Management etc.

You should be a clear and confident communicator; you will be required to conduct training and lead user group sessions.

You will also be experienced in writing technical documentation and customer support guides.

You will have excellent stakeholder management skills; you will be required to effectively manage relationships across the business.

Whilst not mandatory, it could be beneficial to have ITIL v3/v4 Foundation Certification.

Our Story And Mission

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future. 

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.

Our rich experience means we’re uniquely positioned to understand the future of work and learning. And we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, eLearning technologies, executive leadership development, technical training and consultancy.

Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone. 

What We Offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more. 

We welcome a discussion about how this role could work flexibly for you. For example, work pattern, job share, hours or location.

Next Steps and how to apply

If you think this is the role and organisation for you then we would love to hear from you.  Please submit your CV and complete our short application form using the apply button.

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment.

City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email;