Company Overview

Offering a complete ecosystem of maritime services, including broking, finance, port services and research, Clarksons is at the heart of global shipping. Our unrivalled reach, expertise, and depth of experience, combined with leading research, enables us to partner with clients across every sector to meet the demands of the world’s rapidly evolving maritime, offshore, trade and energy markets. Building on our unique heritage and harnessing our insights to see further, faster, we work with our clients and communities to create strategies that have a positive impact on the industry and the world around us. Dedicated to excellence, it’s our people that drive success for our clients.

To understand more including day-to-day life at Clarksons, visit us at www.clarksons.com

Role Summary

We have a fantastic opportunity for a ServiceNow Developer/ Architect to join our team based out of our London office. This is a great opportunity to join an organisation of significant scale that is on a digital transformation journey, in what is an important role for the organisation as we build and manage services which are critical to Clarksons success.

The ideal candidate will have solid experience in a ServiceNow Architect or Development role and will be self-motivated, with a proven track record of working with ITSM technologies. In addition, you’ll be organised and analytical, adept at working in a team environment, and able to handle multiple priorities in a fast-paced environment. We’re looking for someone who is passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery.

With a focus on ServiceNow road mapping, we use the extensive ServiceNow suite to help our customers/users recognise and make real their business challenges. As a ServiceNow Developer the customer/user experience is essential; you will work with the product owner at a strategic level providing clear insights into how ServiceNow is central to their solutions.

You will not shy away from asking tough questions and will always be looking on how we can improve IT and business processes by utilising the ServiceNow platform and integrating with the enterprise. Creating a ServiceNow first mentality.

What you’ll be doing

• Manage the continual service improvement backlog, with a fortnightly measure on progress and deliverable elements.

• Ensure the continual service improvement backlog is constantly groomed to show the priority of tasks against the value they bring.

• Ensure that there is a reliable mechanism and process to allow for the configuration/customisation of the Service Now system, including creating workflows, UI, client scripts, business rules and asset discovery.

• Create and deliver technical roadmaps with the Product Owner.

• Ensure there is a constant delivery of prioritised and set work for both requests from all areas of the business.

• Ensure there is an automated and improving approach to allow for frictionless service requests from customer requirements including requests, request items and tasks using workflows -to manage data flows from the customer to the support teams providing the service.

• Utilise scripting tools and ServiceNow functionality to create automate tasks within ServiceNow.

• Ensure active integrations with existing tooling, such as SNOW, Finesse and SAP Success Factors are monitored and improved upon to develop the most concise picture of our assets, support picture and colleagues.

• Responsibility for the management, integration to and content of the Clarksons CMDB utilising ServiceNow discovery and ACC-V.

• Knowledge management, utilisation, and measurement.

• Provision of Technical and Service report writing and dashboard creation for team leads to drive down Incidents and see visible trends.

• Perform integrations and process automation using ServiceNow capabilities, ensuring that ServiceNow remains the focus point and linking tool to other departments backlogs, and tooling to allow for frictionless integration and collaboration.

• Maintain and oversee installation, configuration, maintenance and troubleshooting of ServiceNow.

• Ensure adherence to the set KPI’s and CSF’s to support the IT strategic direction and objectives.

• Continuously look and drive for development / training areas and improvements for the entire team.

• Educate colleagues on best practise, adoption, and utilisation of ITSM technology, applications, and services.

• Additional / ad hoc duties as required to meet the needs of the business.

What we’re looking for

We’d love to hear from you if you:
• are open-minded, embracing of change, driven & enthusiastic, and considerate to others
• act with integrity

• are dedicated to excellence
• collaborate & challenge for collective success

Key Skills & Experience

• 5+ years development experience within ServiceNow.

• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.

• Excellent communication skills, able to provide technical support over the telephone, chat, or face to face.

• Professional manner with a strong work ethic.

• Good problem-solving skills, with a solution focused approach.

• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.

• Ability to multitask effectively during busy times and remain calm during stressful situations.

• A team player who can work within a framework of procedure and policies.

• Self-motivated and able to use initiative.

• Flexible and willing to work outside of the core hours if necessary.

• Demonstrable expert knowledge and skills to create capabilities to drive Self-service and automation. (Service Portal, Orchestration, Integration Hub).

• Experience with automating users in the Onboarding/ Offboarding within Active Directory & SAP SuccessFactors.

• Conversational integrations. Whatsapp etc.

• Service now implementation and development experience in ITSM modules (Incident, Problem, Change, Service Catalogue/ Request Fulfilment, CMDB & Asset/Procurement).

• Strong ITBM (SPM) knowledge to drive automation and efficiency within the PMO function.

• Strong Asset Management experience to drive governance, audit, and expenditure forecasts.

• Designing and developing custom applications from start to finish.

• Expertise with the Common Service Data Model

Knowledge/experience of the following are required:

• ServiceNow Administrator Certified.

• Certified Implementation Specialist in at least 3 product suites

• Delivered 3+ Projects on the ServiceNow platform.

• Experience as a technical resource working on the development of ServiceNow solutions (essential).

• Good working knowledge of ITIL/ ITSM Frameworks.

• ITSM, CSM, ITOM, SPM, and Integration Hub Experience.

• Strong ServiceNow experience in administrating, designing, developing, and delivering ITSM.

• Experience with REST API, SOAP & JSON.

• Scripting knowledge in JavaScript, HTML, Angular.JS, CSS and bootstrap.

• Integrations with third parties desirable (AzureDevOps, Intercom, AlertMedia, MS Teams, Intune)

• Experience with web technologies (XML, HTML, and Web Services).

• Experience in implementing ServiceNow Self-Service Portals

• Strong knowledge of utilising Flow Designer and Integration Hub to execute spokes and Powershell scripts over the MID Server to drive automation.

• Ability to understand business requirements and convert them into solution designs.

• Understanding and experience of implementing ServiceNow best practices.

• Cloud Management experience highly desired but not essential.