IT ServiceNow Administrator

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

The IT ServiceNow Administrator reports into the Applications Operations Team Lead and is responsible for the advanced support, maintenance, and optimisation of the organisation’s ServiceNow platform. This role serves as the highest technical escalation point for all ServiceNow‑related incidents and service requests, ensuring the platform remains reliable, secure, and aligned with business and ITSM best practices.

The administrator oversees a broad range of ServiceNow activities, including resolving catalogue item issues, addressing workflow and automation failures, troubleshooting integration errors, correcting CMDB and Discovery discrepancies, managing access and ACL updates, and diagnosing script or business rule problems. They also fulfil enhancement requests such as creating reports and dashboards, maintaining scheduled jobs, and supporting configuration updates across all ServiceNow modules.

Success in this role requires close collaboration with customers, IT Process Owners, and cross‑functional IT teams, ensuring consistent platform performance, resolving recurring issues, and driving continuous improvement. The role also contributes to upgrades, platform health checks, and governance efforts to maintain a secure, stable, and well‑managed ServiceNow environment.

Key Responsibilities

• Provide 3rd line support for all ServiceNow related incidents and service requests, acting as the final technical escalation point.
• Maintain, administer, and optimise the ServiceNow platform to ensure stability, performance, and alignment with ITSM best practices.
• Troubleshoot and resolve issues related to workflows, automation, integrations, Discovery, access controls, and scripting errors.
• Deliver enhancement work including updates to forms, reports, dashboards, scheduled jobs, and ITSM module configurations
• Collaborate closely with customers, IT Process Owners, and cross‑functional IT teams to support business processes and ensure high quality service delivery.
• Conduct platform health checks, monitor system performance, and proactively identify areas for improvement.
• Support platform upgrades, patching, cloning, and environment management activities.
• Ensure compliance with governance standards, security policies, and change management processes.
• Maintain accurate documentation for configurations, troubleshooting procedures, and platform changes.

Personal Attributes:

• Exhibits a strong sense of ownership and accountability, taking initiative to resolve issues and proactively drive continuous improvement.
• Analytical mindset, able to break down complex issues, identify root causes, and apply logical solutions.
• Proactive problem‑solver, anticipates issues, identifies improvement opportunities, and takes initiative to resolve them.
• Customer‑focused, committed to delivering high‑quality support and maintaining positive relationships with stakeholders.
• Attention to detail with a structured, methodical approach to complex tasks.
• Collaborative, works effectively with IT teams, process owners, and business users to achieve shared goals.
• Clear communicator, able to explain technical concepts in a way that is easy for non‑technical users to understand.
• Resilient under pressure, adaptable to change, and focused on results.
• Passionate about technology, continuous learning, and professional development.

Key Performance Indicators:

• First‑Time Fix Rate, proportion of issues resolved without requiring rework or escalation.
• Change Success Rate, percentage of ServiceNow changes implemented without causing incidents or rollbacks.
• Participation in Projects, contribution to ServiceNow related projects, upgrades, and new module rollouts.
• Customer Feedback Score, consistently achieves high satisfaction ratings from customers for ServiceNow support and request fulfilment.

Candidate Specification
Essential:

• Proven experience working within complex, matrixed organisations and collaborating across global teams.
• Strong background administering and supporting the ServiceNow platform in medium to large enterprise environments.
• Strong understanding of ServiceNow data structures, table architecture, and scoped applications.
• Solid understanding of ITSM processes including Incident, Problem, Change, Request, and CMDB
• Demonstrated ability to troubleshoot complex platform issues using logs, diagnostics, and performance tools.
• Hands‑on experience resolving catalogue item issues, workflow failures, integration errors, ACL problems, and scripting‑related faults.
• Experience with ServiceNow configuration components such as Business Rules, Client Scripts, UI Policies, Flow Designer, and Scheduled Jobs.
• Familiarity with CMDB, Discovery, and integration technologies (REST/SOAP/MID Server).
• Experience creating and maintaining reports, dashboards, and Performance Analytics indicators.
• Strong organisational skills with the ability to manage multiple priorities and deliver to deadlines.
• Commitment to continuous learning and staying current with ServiceNow platform capabilities and best practices.

Desirable:

• ITIL v4 Foundation or higher certification.
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) in one or more areas.

Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing