Developer (ServiceNow) IT Service Management (ITSM) & HR Service Delivery (HRSD)

• Experience Applying Strong Coding Discipline, Including:

  • Writing secure, maintainable code using out-of-the-box functionality where possible
  • Following development standards, documenting solutions and testing changes prior to release
  • Working within controlled deployment and release processes

• Experience Designing End-to-end Services And Automation, Including:

  • Service request and fulfilment processes, approvals, notifications and business logic
  • Aligning solutions with platform data models and identifying opportunities to standardise and simplify services

• Agile and DevOps delivery

• Experience Working In Agile Environments, Including:

  • Sprint-based delivery within multidisciplinary teams
  • Supporting both development and live service, and iterating based on feedback and outcomes

• ServiceNow HRSD and ITSM experience

• Candidates must demonstrate practical, hands-on experience with ServiceNow HRSD and ITSM, including:

  • Designing solutions aligned to wider platform architecture
  • Good understanding of ITIL principles
  • Case management, HR service catalogue and employee-facing services
  • Handling sensitive data securely and understanding HR data structures
  • Incident, problem, change and request processes
  • Service quality, stability, and alignment between development and operational support

• Communication and collaboration

• Ability To:

  • Work effectively with technical colleagues in a development-focused team
  • Contribute to technical discussions and decision-making
  • Communicate technical concepts clearly where required

Desirable Criteria (assessed in the event of a tie-break situation at interview to make an informed decision):

• Experience or awareness of ServiceNow ITOM capability (e.g. event management, discovery or service mapping)
• ServiceNow certifications (CSA, CAD, HRSD)
• ITIL 4 certification
• Experience with CMDB / CSDM
• Experience of CI/CD or modern development pipelines
• Experience working in large or complex environments

Alongside your salary of £42,806, Department for Education contributes £12,400 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Stage 1: Civil Service Numerical Test (CSNT)

When you have completed your personal information, you will be asked to complete the CSNT. You must achieve the minimum pass mark to progress to the next stage.

Stage 2: Civil Service Verbal Test (CSVT)

When you have completed the CSNT, you will be asked to complete the CSVT. You must achieve the minimum pass mark to progress to the next stage.

Stage 3 - Written Application

This vacancy is being recruited using the Civil Service Success Profiles framework and will assess Experience and Technical Skills.

To apply for this role, you will be required to provide a CV and Statement of Suitability.

Your CV should include details of your employment history, and the skills and experience gained in those roles. Your Statement of Suitability (max 500 words) should demonstrate how your experience meets the essential criteria listed above.

Stage 4 - Sift

We reserve the right to increase the minimum pass mark for the CSNT and CSVT where there is a high volume of applications or a particularly strong field of candidates. Where this occurs, candidates who do not meet the revised pass mark will not progress further, and their written application will not be assessed.

Applications will be assessed against the essential criteria set out in the advert.

More guidance on personal statements can be found here – completing your application.

Stage 5 – Interview

At interview you will be asked questions to assess your experience in line with the essential criteria listed above.

The interview will include scenario-based questions designed to assess ServiceNow development capability, platform architecture and design principles, workflow and automation design, engineering standards, HRSD and ITSM experience, and the ability to contribute effectively within an agile team.

Feedback will only be provided to candidates who attend an interview.

Sift and interview dates to be confirmed.

Important Information

If you fail to complete the tests before the deadline, your application will be withdrawn. Guidance will be available when you are invited to take the test. The tests are untimed, administered via Civil Service Jobs, and applicant guidance is available during the test and online on GOV.UK Online Tests guidance.

Applicants must complete the test on their own, without help, and Departments reserve the right to retest applicants under supervised conditions at later stages of the selection process. Doing this can provide reassurance to recruiters who are concerned about the authenticity of one or more test results.

Please ensure you allow yourself sufficient time to complete both assessments and submit your application before the advertised deadline.

Reasonable Adjustments & Test Accessibility:

See our reasonable adjustments guide for candidates (online tests), or some example case studies, to act as a guide. You can use these to help you decide whether to ask for