We are seeking an experienced ServiceNow Administrator to manage and enhance our organisation’s ServiceNow platform. In this permanent role based in London (hybrid working with 2 days per week in the office), you will ensure the platform’s optimal performance and alignment with business needs. The ideal candidate has a strong background in IT Service Management (ITSM), Workplace Service Delivery (WSD) and Platform/Performance Analytics, with proven ability to deploy and optimise new ServiceNow features (including Employee Center and Now Assist for AI-driven workflows). You will leverage your hands-on ServiceNow experience to drive continuous improvement, user satisfaction, and value from the platform.
We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further
Who we are:
Business Unit overview:
The ServiceNow Administrator will be part of the global ServiceNow team within our Global Employee Experience division with employees located in UK, USA and India. The role will report to the Senior IT Manager (ServiceNow Product Owner) and will collaborate closely with IT colleagues and business users to ensure the platform continually delivers value. The organisation offers a supportive environment for professional development (e.g. training on new ServiceNow features) and encourages continuous learning, aligning with the evolving ServiceNow ecosystem. Standard working hours apply, with occasional requirement to provide support or oversee changes outside of hours (e.g. during major upgrades or incident emergencies).
Part of Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.
What you’ll be doing:
- Platform Administration: Oversee the day-to-day administration, configuration, health and support of the ServiceNow platform, including user account, role, group, and access control management. You will also be responsible for using reporting to identify ways to reduce technical debt on the platform.
- System Maintenance & Upgrades: Perform regular instance maintenance, health checks, and version upgrades/patching to keep the platform stable and up-to-date. Monitor system performance and proactively troubleshoot issues to minimise downtime.
- ITSM and WSD Support: Provide expert support for core ITSM modules (Incident, Problem, Change, Request, etc.) and Workplace Service Delivery modules ensuring smooth operation of IT service processes. This includes timely resolution of incidents and fulfilment of service requests, maintaining high customer satisfaction.
- Enhancements & Configuration: Work with stakeholders to implement minor enhancements, configurations, and customisations on the platform. This may involve updating forms, fields, workflows, UI policies, or business rules to meet evolving business requirements, while adhering to ServiceNow best practices and governance standards.
- Performance Analytics & Reporting: Develop and maintain Platform and Performance Analytics dashboards and reports to track KPIs and service metrics. Use data insights to identify trends and opportunities for service improvement, supporting data-driven decision making.
- New Features Deployment: Lead or assist in the deployment of new ServiceNow capabilities, particularly Employee Center and Now Assist (ServiceNow’s generative AI and virtual agent tools). Drive user adoption of these features and ensure they are configured to enhance productivity and user experience.
- Documentation & Training: Maintain up-to-date platform documentation (configuration changes, procedures, knowledge base articles) and provide end-user training or support as needed. Ensure that users and IT colleagues understand new functionalities, workflows, and best practices.
- Compliance & Vendor Coordination: Ensure security and compliance on the platform by enforcing proper access controls and change management processes. Coordinate with ServiceNow vendor support (HI support) for platform issues and monitor any ServiceNow release notes or patches for relevant updates. Attend operational review meetings with the vendor as required.
- Continuous Improvement: Identify opportunities for process improvement and automation within the ServiceNow platform. Proactively recommend and implement enhancements or new workflows (e.g. using Performance Analytics insights or Now Assist capabilities) to streamline IT and business processes and improve the end-user experience.
Key Skills:
- Hands-on experience of ServiceNow administration or a similar ITSM role, managing a large-scale ServiceNow environment and service processes.
- Certification: ServiceNow Certified System Administrator (CSA) certification is required, demonstrating core platform proficiency in configuration and maintenance.
- ITIL Knowledge: ITIL v4 Foundation certification (or higher) is required, solidifying your understanding of IT Service Management best practices. Practical experience applying ITIL principles (Incident, Problem, Change, Request fulfilment, etc.) in day-to-day work is expected.
- Technical Skills: Strong grasp of ServiceNow ITSM and WSD modules and configurations. Familiarity with Performance Analytics and Process Mining (creating indicators, reports, and dashboards) and ServiceNow Service Portal / Employee Center administration. Ability to configure and manage Now Assist or similar virtual agent/AI features on the platform is a plus.
- Scripting & Integration: Strong scripting skills (JavaScript) and experience developing on the ServiceNow platform (scheduled jobs, client scripts, business rules, Flow Designer, etc.) are beneficial. Experience integrating ServiceNow with other systems via REST/SOAP APIs, MID Server, or Integration Hub is an advantage.
What’s in it for you?
- A great starting salary plus annual bonus & strong benefits package…
- Up to 16% company pension scheme,
- Private medical and dental cover, Menopause plan, emergency care benefit (children/Pets/dependants)
- Income protection, Life assurance, electric car scheme, travel insurance
- 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
- As well as other great benefits on offer there are countless opportunities to learn new skills and develop in your career!
Are you ready to play your part?
If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward, reach their full potential and seize opportunities. You’ll find your fit amongst our diverse global community of optimists and problem-solvers. We’re always pushing each other to think further because we believe that when we strive for better and realise our potential, we can help others reach theirs.
Join us and play your part in something special!
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
At Markel we are all about the people, celebrating the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We will ensure that individuals are provided with any reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations or adjustments that may be needed, including alternative formats of documents or information on how to apply offline.
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