Service Now Solutions Specialist

Mott MacDonald; Newcastle upon Tyne; On-site; GBP 55,000 - 80,000; Full time

Job summary

Mott MacDonald in Newcastle, UK is seeking an IT Solutions Specialist focused on ServiceNow and productivity applications. You will provide SME guidance, own selected services within the ServiceNow portfolio, and drive improvements to enhance employee experience and operational performance.

Collaborating with IT, development, and vendor teams, you will shape platform adoption, governance, and best practices, delivering reliable, business-focused solutions while supporting continuous service

Qualifications

• Experience delivering ITSM services and governance across enterprise platforms.
• Ability to translate business requirements into reliable, scalable ServiceNow solutions.
• Strong collaboration with cross-functional teams to drive continuous improvement.

Responsibilities

• Provide subject matter expertise and product ownership across the ServiceNow platform and related productivity applications.
• Own selected products and services within the ServiceNow portfolio and drive value delivery.
• Identify and develop short-term enhancement opportunities to improve functionality, performance, and adoption of ServiceNow services.
• Monitor ServiceNow developments, roadmaps, and best practices via community and vendor resources.
• Collaborate with internal stakeholders to understand requirements and drive service improvements aligned with business objectives.
• Support governance, configuration, and ongoing optimization of ServiceNow modules and workflows.
• Ensure changes follow approved change management processes and meet security/governance standards.
• Create and maintain knowledge articles and procedures to support service delivery and user adoption.
• Provide peer training and knowledge sharing to build team capability and platform understanding.
• Work with vendors, particularly ServiceNow, to maximise service value and resolve platform-related issues.
• Contribute to continuous IT service management process improvements.

Skills

ServiceNow

ITIL

Stakeholder management

Tools

ServiceNow

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

  UK Immigration

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  We offer some fantastic benefits including:

  Financial wellbeing

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  Employee Ownership

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  Health and wellbeing

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  Enhanced family and carers leave

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  Learning and development

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  Networks, communities, and social outcomes

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