Tooling Manager (ServiceNow)

Details Reference number 432469 Salary £70,000 - £82,000 London: £75,400 - £82,000

Non-London: £70,000 - £76,100 A Civil Service Pension with an employer contribution of 28.97% GBP Job grade Grade 6 NS&I Band 3 Contract type Permanent Business area NS&I - Enterprise Service Management Type of role Architecture and Data

Digital

Information Technology

Operational Delivery Working pattern Full-time Number of jobs available 1 Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location Durham, North East England, DH1 1SL : Lytham St Anne's, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : Southwark, London (region), SE1 9HA About the job Job summary This is a key role within the Enterprise Service Management Team (ESM) reporting to the Assistant Director ESM as part of their senior leadership team. The role holder will provide NS&I technical leadership and will be the Product Owner for the ServiceNow platform which is being introduced as part of our Transformation Programme. They will ensure alignment with NS&I business goals and maximise value for NS&I via the tooling. This will involve working with our strategic suppliers and ServiceNow partner to onboard our suppliers and run our services through the application. They will be responsible also assisting NS&I in making strategic decisions utilising ServiceNow. The role bridges NS&I business and technical stakeholders with supplier technical teams to help drive innovation, adoption, and continuous improvement across the ServiceNow ecosystem. Job description

This role will own technical development, configuration and requirement setting on behalf of NS&I for the NS&I Single Instance of the ServiceNow platform.

The role involves collaborating and leading NS&I business and technical stakeholders in conjunction with supplier technical teams to drive positive outcomes and materialisation of the platform benefits throughout the ServiceNow ecosystem.

The role will maintain oversight and provide assurance of configuration, maintenance, development and customisation of the NS&I ServiceNow platform and work with the process owners and supplier managers to maintain the required NS&I documentation.

The ServiceNow Product Owner will lead Continuous Improvement by identifying and driving forward appropriate requirements and tooling additions to aid the efficiencies for the service delivery across the NS&I business including ServiceNow platform, workflow and reporting improvements.

Acting as SME to ensure NS&I staff have the appropriate input to changes to the NS&I ServiceNow platform including onboarding and offboarding of suppliers into the NS&I SIAM ecosystem.

Adding SME assurance to NS&I business to any solutions proposed for the NS&I ServiceNow applications.

Work with suppliers to monitor and resolve incidents and problems related to the ServiceNow platform, ensuring minimal downtime and disruption.

Work with the suppliers and Business Supplier Managers to ensure ServiceNow upgrades are in line with the contractual requirements, agree timescales for deployments to the application and ensure appropriate NS&I testing and governance is applied.

Chair and run the Tooling Working Group across Suppliers and Stakeholders in regard to said innovations and enhancements as well as resolution of problems and issues.

Contribute to future procurement strategy by leading any packages related to tooling and ServiceNow novation or changes. Person specification Essential experience

• In-depth knowledge of ServiceNow platform and key modules ITSM and ITOM.
• Experience of ServiceNow IRM and SPM modules would also be helpful.
• Direct experience of administration and configuration of ServiceNow core platform.
• Ability to support ServiceNow end-users and provide appropriate tooling training.
• Knowledge of the scripting languages and integrations used within a ServiceNow platform across a multi-supplier environment.
• Experience of working with suppliers in a multi-supplier environment, preferably in a SIAM engagement.
• In-depth knowledge of ITIL principles and practices – in particular incident, problem, change, release management and Software Development Lifecycle (SDLC) supported by Agile principles.
• Understanding of other ITSM Tooling in the market or experience of using another tooling.

Required qualifications

• ITIL Foundation.
• ServiceNow Certified System Administrator.
• Additional ServiceNow Implementation Certifications are desirable.

Essential skills

• Experience of ServiceNow IRM and SPM modules would also be helpful.
• Strong communication skills, excellent problem-solving skills and the ability to work collaboratively within a team.
• Understanding of other ITSM Tooling in the market or experience of using another tooling.

Essential technical knowledge

• In-depth knowledge of ITIL principles and practices – in particular incident, problem, change, release management and Software Development Lifecycle (SDLC) supported by Agile principles.
• Scripting languages and integrations used within a ServiceNow platform across a multi-supplier environment.

Qualifications Required qualifications

• ITIL Foundation.

• ServiceNow Certified System Administrator.

• Additional ServiceNow Implementation Certifications are desirable. Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• Technical knowledge
• Technical knowledge
• Technical knowledge

Benefits Alongside your salary of £70,000, National Savings and Investments contributes £20,279 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £240 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Some benefits of working at NS&I include:

• • Learning and development tailored to your role
• An environment with flexible hybrid working options
• 9 day fortnight scheme
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 28.97%
• Generous annual leave – starting at 25 days, increasing to 30 days
• Performance related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know Selection process details This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.

To apply, please click the link on this advert and follow the steps to complete the application form.

In your application you will be asked to provide the following

• Confirmation of your Qualification:
• ITIL Foundation
• ServiceNow Certified System Administrator
• An outline of your career history and qualifications with your key responsibilities and achievements.
• A 500-word personal statement on your essential experience & skills, and technical knowledge

We will assess applications on your Personal Statement.

If shortlisted, you will be invited to attend a 1 hour panel interview via video call

As part of this interview you will be asked to make a 10 minute presentation aimed at demonstrating your Essential Experience & Technical Knowledge.

Interviews will take place on w/c 10th November 2025.

Following the first interview, it may be necessary to move to a 2nd stage of interviews, in order to establish a merit order, in the event that we have a strong field of candidates. If this is necessary, we will notify successful candidates from the 1st stage of interviews that a 2nd interview will be held. Once the 2nd interview dates have been determined, we will give a weeks' notice to candidates.

Note we are unable to accept CVs.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Use of Artificial Intelligence (AI) – Please Note:

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Working for NS&I

NS&I is currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.

Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.

Further information

Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.

Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy . Apply and further information This vacancy is part of the Great Place to Work for Veterans initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact :

• Name :
• Email :

Recruitment team

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Further information The law requires for selection for appointment to the Civil Service is on merit on the basis for fair and open competition as outlined in the Civil Service recruitment principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact in the first instance. If you are not satisfied with the response you receive, you can contact the Civil Service Commission