IT Solutions Specialist

Mott MacDonald Group; Newcastle upon Tyne; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Pension contributions matching 4.5–7%

Life assurance up to 4x salary

Income protection scheme

Flexible benefits programme

Annual bonus scheme

Job summary

Mott MacDonald is seeking an IT Solutions Specialist to lead across the Productivity Applications portfolio with a focus on the ServiceNow platform. You will own selected services, collaborate with IT Operations, Asset Management, and Service Desk, and drive continuous improvement to enhance employee experience and operational performance.

You will work with internal stakeholders and external vendors to identify opportunities for service enhancement, support platform adoption, and ensure

Qualifications

• Experience in IT service management environments with delivery focus.
• Strong communication with stakeholders and teams.
• Able to balance multiple priorities and drive improvements.

Responsibilities

• Provide SME and product ownership across ServiceNow portfolio.
• Own selected products/services and deliver value.
• Identify short-term enhancements to improve functionality and adoption.
• Monitor ServiceNow roadmaps and best practices with vendors.

Skills

IT service management

Stakeholder engagement

Analytical thinking

Team collaboration

Problem solving

Tools

ServiceNow ITSM

ServiceNow ITOM

ServiceNow ITAM

ServiceNow DevOps

Employee/Workflows

Job description

Location/s: Newcastle, UK

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee‑owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.

Overview of the role

Are you passionate about driving value from enterprise applications and service management platforms? Join us as an IT Solutions Specialist and play a key role in supporting, enhancing, and governing our Productivity Applications portfolio, with a particular focus on the ServiceNow platform.

You will be a key member of the Productivity Applications Team, providing subject matter expertise across ServiceNow products and services. You will take ownership of selected services within the portfolio, drive continuous improvement initiatives, and support the delivery of reliable, efficient, and business‑focused solutions that enhance the employee experience and operational performance.

Success in this role requires close collaboration with Application Development, IT Operations, Asset Management, and Service Desk teams, as well as external vendors including ServiceNow. You will work proactively with stakeholders to identify opportunities for service enhancement, support platform adoption, and ensure services evolve in line with business and technology requirements.

This role is a key contributor to our wider digital transformation objectives, helping to improve service management capabilities, optimise productivity applications, and drive best practices across the organisation. Through your expertise and collaborative approach, you will help ensure our technology services continue to deliver value, reliability, and innovation.

We are committed to fostering a culture of continuous learning, collaboration, and professional development, where individuals are empowered to share knowledge, contribute ideas, and make a meaningful impact.

Key responsibilities and duties include:

• Provide subject matter expertise and product ownership across the ServiceNow platform and associated productivity applications
• Take ownership of selected products and services within the ServiceNow portfolio, ensuring they continue to meet business requirements and deliver value
• Identify and develop short‑term enhancement opportunities that improve the functionality, performance, and adoption of ServiceNow services
• Monitor ServiceNow product developments, roadmaps, and best practices through active engagement with the ServiceNow Community and vendor resources
• Collaborate with internal stakeholders to understand requirements, drive service improvements, and support business objectives
• Support the governance, configuration, enhancement, and ongoing optimisation of ServiceNow modules and workflows
• Work closely with the Change Manager to ensure all platform changes are delivered through approved change management processes
• Ensure compliance with organisational standards, policies, security requirements, and governance controls
• Create and maintain knowledge articles, operational procedures, and technical documentation to support service delivery and user adoption
• Provide peer training, mentoring, and knowledge sharing to enhance team capability and platform understanding
• Work effectively with vendors and suppliers, particularly ServiceNow, to maximise service value and resolve platform‑related issues
• Contribute to the continuous improvement of IT service management processes and operational practices

Key performance indicators:

• Business engagement and stakeholder satisfaction metrics
• Achievement of IT service management KPIs, including Incident, Service Request, Problem, Change, Availability, and Capacity Management
• Creation, quality, and adoption of Knowledge Base articles
• Delivery of peer training and knowledge-sharing initiatives
• Internal customer satisfaction and service experience
• Successful delivery of projects and work packages within agreed timescales, budgets, and quality standards
• Continuous improvement of products and services within the ServiceNow portfolio
• Yearly performance review outcomes

Candidate specification

Essential

• Proven experience working within an IT Service Desk, Applications, or Service Management environment
• Strong knowledge of Productivity Applications, with expertise in ServiceNow technologies and capabilities
• Experience working with ServiceNow components, including:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • ServiceNow DevOps
  • IT Workflows
  • Employee Workflows
• Strong understanding of IT service management processes and industry best practices
• Excellent stakeholder engagement and communication skills, both written and verbal
• Ability to build effective working relationships across technical and business teams
• Strong analytical, evaluative, troubleshooting, and problem‑solving skills
• Proven ability to manage multiple priorities and perform effectively under pressure while meeting service level agreements
• Motivated team player with a collaborative and customer‑focused approach

Desirable

• Experience with additional ServiceNow capabilities including:
  • HR Service Delivery (HRSD)
  • Strategic Portfolio Management (SPM)
  • Custom Applications
• Knowledge of ServiceNow architecture, licensing, permissions, and data segregation
• Experience supporting ServiceNow modules including:
  • Incident
  • Task
  • Problem
  • Change
• Membership of the ServiceNow Community or similar vendor‑led organisation
• Experience acting as a Product Owner, Service Owner, or Subject Matter Expert for enterprise applications or services
• Basic Project Management skills
• Basic Business Analysis skills
• Application development and configuration experience
• ServiceNow certifications beyond the Administrator level
• Familiarity with ITIL service management frameworks and best practices
• ServiceNow Certified System Administrator (minimum requirement)
• Microsoft Office 365 certification, MCSA, MCSE, or equivalent
• Business Analysis qualification or equivalent
• ITIL V4 Foundation certification

UK Immigration

Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well‑being, flexibility, and trust.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

AI Usage

At Mott MacDonald, we see the value AI can bring, but we take a people‑first approach to hiring. While AI tools can help candidates prepare and build confidence, every application and hiring decision is reviewed by our recruitment and hiring teams. We encourage the responsible use of AI while ensuring we get to know the real person behind the application.

Accessibility

We want you to feel supported and able to perform at your best throughout our recruitment process. If there is anything we can do to make applying or interviewing with us more accessible, please contact us at [e-mail] and we’ll be happy to discuss how we can help.

We offer some fantastic benefits including:

Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long‑term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Employee Ownership

• Our employee ownership model means no external investors, just us, creating a culture of shared success.
• Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses.
• As your career grows, so does your stake, recognising your long‑term impact and contribution.
• Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future.
• For our senior roles you will have a direct pathway towards ownership from day one.

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• 10 days additional paid leave for Armed Forces Reservists and Cadet Force Adult Volunteers.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high‑street retailers.

Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.
• We offer policies and dedicated support to help military families balance service life with career and wellbeing.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self‑development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• We are proud signatories of the Armed Forces Covenant and Gold Award holders in the MOD Employer Recognition Scheme, supported by our dedicated internal Armed Forces Network.
• Make a difference within our communities through our social outcomes.