Applications Analyst (ITSM)

DWR CYMRU WELSH WATER; Cardiff; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

34 days annual leave (pro rata)

Pension contributions

Health benefits

Cycle to work

Job summary

Dŵr Cymru Welsh Water is seeking an experienced ServiceNow/Application Support lead to manage and develop the ServiceNow platform and a portfolio of critical applications. You will work with stakeholders, suppliers and technical teams to ensure security, compliance and timely delivery, with governance through ITIL processes.

You will oversee offshore development resources, coordinate patching, and maintain roadmaps and lifecycles for supported applications, ensuring alignment with Digital

Qualifications

• Experience in application support environments with strong incident and problem management.
• Familiarity with ITIL management protocols and change control.
• Experience delivering via Agile methods and coordinating with offshore partners.
• Ability to guide and govern third-party development against platform best practices.

Responsibilities

• Provide end-to-end support and management for ServiceNow and applications, including monitoring and incident resolution.
• Configure and develop ServiceNow solutions; ensure alignment with security, coding, and architectural standards.
• Oversee offshore development resources and assure quality of configuration and code.
• Plan, upgrade, patch, and test changes in line with governance and release processes.
• Maintain roadmaps and ensure applications remain current and supportable.
• Ensure secure, licensed, and well-supported integrations and services.

Skills

Application support

ITIL processes

Agile delivery

Supplier management

Interpersonal skills

Team player

JavaScript

Education

A level or equivalent

Tools

ServiceNow

Job description

You will manage and support ServiceNow and a portfolio of business-critical applications, working with stakeholders, suppliers and technical teams to keep them secure, compliant, supportable and aligned with business needs. As part of the team, you will ensure system issues are resolved within agreed SLAs. You will manage application changes and releases, ensuring clear communication, appropriate governance and safe, timely delivery. You will explain new features, support implementation decisions and use agreed delivery methods, including Agile where appropriate. You will oversee the workload and quality of offshore ServiceNow development resources. You will help maintain roadmaps and support lifecycles for ServiceNow and assigned applications, coordinating patching to meet Digital Security Policy. You will own ServiceNow design and collaborate with colleagues on supporting systems. You will work with DCWW's IT Framework Partners, providing guidance and governance through ITIL processes.

• Provide end-to-end support and management for ServiceNow and any assigned applications, including monitoring, incident and problem resolution, dashboards, and standby support where required.
• Configure and develop ServiceNow solutions using platform configuration tools and scripting, maintaining ServiceNow designs and ensuring solutions align with business requirements and agreed technical, security, coding and architectural standards.
• Provide technical oversight of work delivered by the ServiceNow team and third-party developers, managing assigned work effectively through agreed delivery methods, including Agile, and assuring the quality of configuration and code.
• Plan and deliver application changes, upgrades and patches in line with change, testing, and release processes, ensuring appropriate test coverage, documentation, governance approval and safe transition into service.
• Maintain application roadmaps with business and vendor stakeholders, identifying risks and ensuring applications remain current, supportable and aligned with Digital strategy.
• Ensure applications and integrations have effective support models and adhere to security, licensing and maintenance controls.
• Manage suppliers and partners through regular service reviews, effective governance and ITIL processes, representing at groups such as the Change Assurance
• Board and Design Authority and ensuring timely, reliable and cost-effective service delivery.
• Maintain knowledge articles and technical documentation, and sustain relevant ServiceNow and application expertise through appropriate learning and professional development.
• Build collaborative relationships with business owners, colleagues and third parties to promote service excellence, optimise system use, contribute to improvement plans and support business cases for proposed changes.
  The following are essential requirements for the recruitment of the role, Educated to A level in a relevant discipline, Demonstrable experience of working in an application support environment (at least 2 years experience).
• Demonstrable proficiency in JavaScript and the configuration, development and administration of the ServiceNow platform.
• Demonstrable experience of reviewing ServiceNow configuration and JavaScript, providing technical guidance and ensuring development teams adhere to platform best practices and agreed coding standards.
• Experience of working in a pressurised situation during tight project deadlines or operational incidents.
• Evidence of working in a mixed managed environment with a 3rd party IT Partner (preferably offshore)

Knowledge & Skills

• Application support
• Good knowledge and understanding of ITIL management protocols and procedures
• Agile delivery
• Supplier and vendor management
• Excellent interpersonal skills including the ability to influence across the organisation, the confidence to represent Application Support, including public speaking
• Team player with a strong emphasis on providing excellent customer service

Good to know

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas. To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives. We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for. Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019.

Benefits

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive) Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions - Up to 11% employer contributions
• Free Mortgage Brokering Services
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website.