ServiceNow & ITSM Applications Specialist

Dŵr 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

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