ServiceNow Senior Developer / Technical Architect
Location: EMBL-EBI, Hinxton near Cambridge, UK
Staff Category: Staff Member
Contract Duration: 3 years
Grading: Grade 6 or 7 (monthly salary starting from £3,143 or £3,577 after tax + other paid benefits)
Closing Date: 29 October 2021
Reference Number: EBI01898
EMBL-EBI has recently implemented the ServiceNow platform to help manage and deliver an ITSM framework including problem, change, and incident management, and to automate functions and standard procedures within our IT environment. Our IT teams are moving away from our existing ticketing system (RT) to ServiceNow, to improve the user support experience through improved integrated services. ServiceNow will be used to integrate the entire lifecycle of Incident and Service Request Management and provide a user facing interface for service request, incident reporting, service usage and associated documentation.

In this newly created role you will have the opportunity to support, maintain and develop EMBL-EBI ServiceNow, used by all EMBL-EBI users. As the ServiceNow Technical Architect you will hold technical responsibility for applications across the delivery of Professional Services ServiceNow engagements. This includes control of technical scope, adherence to scope and implementation in-line with best practice across all engagements. 

Your role

As a  Senior ServiceNow Technical Architect, you will have the opportunity to:
  • Act as a Subject Matter Expert (SME) lead for ServiceNow technical specialty and be considered the “go-to” person for the core ServiceNow products.
  • Collaborate with the process owners to support ServiceNow out-of-the-box, configured and customised solutions.
  • Develop strategies to eliminate gaps in existing systems while improving performance, efficiency and effectiveness. Identify and remove risks associated with proposed processes.
  • Configure the core system, gathering and documenting user, process, and functional requirements, develop technical requirements and workflow customisations for current procedures to improve system capabilities.
  • Build custom automation workflows behind applications, forms and processes and develop custom modules to meet the needs of other teams.
  • Lead the integration of ServiceNow with other EMBL-EBI services and information systems.
  • Configure and customise ServiceNow modules by creating and updating forms, scripts, reports, dashboards, catalog items, data imports, UI Actions, ACL's etc.
  • Ensure the day-to-day operation, reliability, and integrity of EMBL-EBI’s ServiceNow instance.
  • Provide advanced support for the ServiceNow platform by troubleshooting a variety of complex software problems, implementing bug fixes, and performing root cause analysis. 
  • Demonstrate knowledge of user experience and efficient user interfaces.
  • Ability to work in an independent manner in an Agile/Scrum environment using stories and tasks.
  • Support and deliver training initiatives for ITIL users based around ServiceNow.

You have

  • Ability to translate IT business requirements and implement appropriate solutions.
  • Experience developing the ServiceNow platform, including creation and/or customisation of core applications: Incident, Change, Service Request, Service Catalog, Asset and Configuration.
  • Demonstrable experience with ServiceNow APIs and integration with other IT services.
  • Ability to perform high level CMDB/Asset implementations for user requested ‘IT Assets’.
  • Fundamental understanding of key technologies relevant to ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, SCP, FTPS.
  • Familiarity with ServiceNow customisation using JavaScript, XML, HTML, JSON, AJAX, SOAP/REST.

Qualifications and Skills:
  • BSc degree in Computer Science, IT or an equivalent qualification. 
  • 4+ years of hands-on experience with at least one end-to-end enterprise ServiceNow implementation.
  • ServiceNow certification in System Administration, Implementation Specialist in ITSM, and at least one other Implementation Specialist certification.
  • Knowledge of Agile/Scrum concepts, ideally with experience operating in a Scrum team.
  • Proven ability to work independently and as a team member.
  • Good organisational, multi-tasking, and time-management skills.

You might also have

  • Background in ITIL, Service Management, Asset Management or IT Management.
  • ServiceNow certified Application Developer.
  • Experience with green field development of ServiceNow solutions and the migration of legacy toolsets into ServiceNow.
  • Experience with the ServiceNow Automated Testing Framework, Event Management and Cloud modules.
  • ITIL Foundation certification is highly desirable.

Why join us

Do something meaningful
At EMBL-EBI you can apply your talent and passion to accelerate science and tackle some of humankind's greatest challenges. EMBL-EBI, part of the European Molecular Biology Laboratory, is a worldwide leader in the storage, analysis and dissemination of large biological datasets. We provide the global research community with access to publicly available databases and tools which are crucial for the advancement of healthcare, food security, and biodiversity.

Join a culture of innovation
We are located on the Wellcome Genome Campus, alongside other prominent research and biotech organisations, and surrounded by beautiful Cambridgeshire countryside. This is a highly collaborative and inclusive community where our employees enjoy a relaxed atmosphere. We are committed to ensuring our employees feel valued, supported and empowered to reach their professional potential.  Enjoy lots of benefits:
  • Financial incentives: Monthly family, child and non-resident allowances, annual salary review, pension scheme including 17% employer contribution, death benefit, long-term care, accident-at-work and unemployment insurances
  • Flexible working arrangements
  • Private medical insurance for you and your immediate family (including all prescriptions and generous dental & optical cover)
  • Generous time off: 30 days annual leave per year, in addition to eight bank holidays
  • Relocation package including installation grant (if applicable)
  • Campus life: Free shuttle bus to and from work, on-site library, subsidised on-site gym and cafeteria, casual dress code, extensive sports and social club activities (on campus and remotely)
  • Family benefits: On-site nursery, child sick leave, generous parental leave, holiday clubs on campus and monthly family and child allowances
  • Benefits for non-UK residents: Visa exemption, education grant for private schooling, financial support to travel back to your home country every second year and a monthly non-resident allowance.
  • For more details please see our employee benefits page

What else you need to know

  • Contract duration: This position is a 3 year contract
  • International applicants: We recruit internationally and successful candidates are offered visa exemptions. Read more on our page for international applicants
  • Diversity and inclusion: At EMBL-EBI, we strongly believe that inclusive and diverse teams benefit from higher levels of innovation and creative thought. We encourage applications from women, LGBTQ+ and individuals from all nationalities. 
  • Job location: This role is based in Hinxton, UK and you will be required to relocate once it is safe to do so, if you are currently based abroad. Read more about how we are recruiting during the pandemic.
  • Your application: To apply please submit a cover letter and a CV through our online system. We aim to provide a response within two weeks after the closing date.