Senior ServiceNow Developer (Service Operations Tooling)
Position Overview
We are seeking a highly skilled & experienced developer with a proven track record for developing and implementing innovative solutions. This role will be joining the already established ServiceNow Mastek UK managed service, which has recently been recognised as a ServiceNow trusted partner.
In this role, you will be reporting into the Mastek ServiceNow Product Owner. You will be responsible for designing, developing & implementing innovation solutions on (but not limited to) the ServiceNow platform, that align with our customers business strategies (both current and potential customer base). You will collaborate with cross-functional teams to drive process improvements, enhance system efficiency & deliver high-quality service management solutions.
With a split in focus 1) on working on the delivery of the Mastek ServiceNow team’s backlog, and 2) leading hands-on innovation initiatives to improve service operations tooling. Your expertise in ServiceNow, observability, alerting, and AWS-related tools will help drive operational excellence and continuous improvement.
Key Responsibilities
Platform Development & Configuration:
Design, develop, and implement innovative solutions across ServiceNow, observability, alerting, and AWS-related tooling, including custom applications, integrations, AI & flows.
Develop applications and integrations across platforms such as ITSM, ITOM, PA, CSM, SPM, CSDM, CMDB, Employee Centre, Integration Hub, and observability tools (e.g., Datadog, Splunk, AWS CloudWatch, Prometheus, etc.).
Ensure seamless interoperability between service operations tooling and cloud-native environments.
Technical Leadership & Collaboration:
Serve as a technical lead, providing guidance & best practices across service operations platforms.
Collaborate with internal and external stakeholders to gather & analyse requirements, translating & documenting these into effective solutions.
Support internal Mastek growth and innovation workstreams as well as leading them.
Foster collaboration between ServiceNow and broader service operations tooling, ensuring integration and automation opportunities are maximised.
Innovation & Continuous Improvement:
Stay current with industry best practices and emerging technologies in service operations tooling, including observability and alerting.
Drive innovation by integrating and optimising monitoring solutions within service management workflows.
Develop proof-of-concept (POC) solutions for new features and capabilities across observability and ITSM platforms.
Lead cross-team initiatives to drive innovation, with the potential for reuse across multiple customer environments.
Service Operations Reporting & Insights:
Design and implement advanced reporting solutions to provide real-time insights into service performance, incident trends, and operational health.
Develop dashboards that integrate data from multiple service operations tools to provide a comprehensive view of system health and SLAs.
Utilise data analytics and machine learning models to predict potential service degradations and optimise resource allocation.
Enhance reporting capabilities to support compliance, audit, and continuous service improvement initiatives.
Must Have Skills
Able to commute to the central Leeds office.
Minimum of 5 years of experience as a ServiceNow Developer or in a similar role involving service operations tooling.
Extensive experience & understanding of ServiceNow development, including scripting (JavaScript, Glide).
Strong understanding of ServiceNow modules & processes underpinning; ITSM, PA, CSDM, CMDB, Employee Centre & Integration Hub (REST & SOAP web services & API integrations).
Familiarity with AWS services related to service operations, such as AWS Lambda, CloudFormation, and Step Functions.
Experience with DevOps practices, CI/CD pipelines, and infrastructure-as-code.
Strong problem-solving skills with a focus on continuous improvement and automation.
Good understanding of ServiceNow out of the box architecture.
Good understanding of other platforms such as; GitHub, Jira, Confluence
Proven experience in developing & implementing innovative solutions on (but not limited to), the ServiceNow platform, driving thought leadership.
Effective communication & interpersonal skills, with the ability to work collaboratively in a fast-paced environment, potentially across multiple customer environments.
Preferred Skills
ServiceNow Certified System Administrator (CSA).
ITIL v4 qualified.
Experience with Agile/Scrum methodologies & tools.
ServiceNow Certified Implementation Specialist (CIS), or other relevant certifications.
Experience in designing and implementing AI solutions to enhance service operations capabilities
