Product Specialist – ITSM Platform

Northgate Public Services; Tees Valley; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading IT service provider is seeking a Product Specialist for their ITSM platform, contributing to the design and optimization of services. This role entails both technical leadership and stakeholder collaboration, ideal for candidates with experience in platforms like Ivanti or ServiceNow. The position offers a hybrid work setup from either Chippenham or Hartlepool, emphasizing continuous improvement and innovation for ITIL-aligned solutions.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance cover

Group Pension Plan

Access to LinkedIn Learning

Qualifications

• Proven experience managing an enterprise ITSM platform.
• Strong understanding of ITIL v4 practices and ISO20000 compliance.
• Ability to design technical solutions within ITSM tools.

Responsibilities

• Manage ITSM platform lifecycle from design to optimization.
• Configure workflows, dashboards, and reporting as needed.
• Collaborate with ITIL process owners for service delivery.

Skills

Technical expertise in ITSM

Stakeholder management

Analytical problem-solving

Configuration and design skills

Continuous improvement mindset

Education

ITIL v4 Foundation

Eligible for NPPV Level 3 + SC clearance

Tools

Ivanti

ServiceNow

BMC Remedy

Cherwell

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

NO AGENCIES PLEASE

Job Description

We’re looking for a Product Specialist – ITSM Platform to join our Service Management Team to provide technical expertise and support for our IT Service Management tooling and help shape the future of service delivery across NEC. This role will be working on a Hybrid basis from our Chippenham or Hartlepool office. There will be occasional travel to customer sites and NEC Offices. In this role you’ll engaged with the design, configuration, and continuous improvement of our ITSM platform, ensuring it underpins world‑class ITIL‑aligned services for our business and customers.

You’ll work closely with stakeholders across the UK and globally, driving innovation and best practice in ITSM tooling. While our current platform is Ivanti, we welcome candidates with experience in other enterprise ITSM solutions such as ServiceNow, BMC Remedy, Cherwell, or similar—what matters most is your ability to own and evolve solutions for our critical ITSM capability.

Main Responsibilities

• Technical Leadership: Provide expertise in the management of the ITSM platform lifecycle—from design and configuration to optimization.
• Configuration & Design: Configure workflows, dashboards, and reporting to meet business needs; apply best practice for ITSM tooling.
• Architecture & Maintenance: Use technical architect skills to design, implement, and maintain the platform, including understanding database schema.
• Compliance & Standards: Ensure alignment with ITIL v4 practices and ISO20000 standards; maintain documented processes for certification.
• Performance Monitoring: Input into measurement, monitoring, and review of team and process performance using KPIs and CSFs.
• Mentorship: Develop and mentor team members across multiple geographic locations (UK and India).
• Stakeholder Collaboration: Work closely with ITIL process owners and business stakeholders to deliver an end‑to‑end ITIL‑aligned service.
• Continuous Improvement: Suggest and implement strategies for service improvement based on business priorities.
• Vendor & Partner Management: Build and maintain relationships with internal teams and third‑party suppliers.
• Reporting: Provide input into team reporting and ensure adherence to OLAs.
• Communication: Act as an excellent communicator at both technical and stakeholder levels.
• Critical Thinking: Evaluate systems and make adjustments consistently as needed.
• Time Management: Balance short‑term actions with long‑term objectives effectively.

Qualifications

Essential Skills

• Proven experience owning/managing or providing technical expertise on an enterprise ITSM platform (Ivanti, ServiceNow, BMC, Cherwell, etc.).
• Strong understanding of ITIL v4 practices and ISO20000 compliance.
• Ability to design and implement technical solutions within ITSM tools.
• Excellent stakeholder management and communication skills.
• Analytical mindset with a focus on problem‑solving and continuous improvement.
• Ability to balance short‑term priorities with long‑term strategic goals.

Essential Qualifications:

• ITIL v4 Foundation
• Eligible for NPPV Level 3 + SC clearance

Desirable:

• ITIL v4 Intermediate certifications

Additional Information

We pride ourselves in offering an excellent benefits package, including an above‑average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Other Information

• Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a DisclosureBarring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your. And we’ll support you all the way.