Victoria and Albert Museum
ServiceNow System Administrator
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The Role
The ServiceNow Administrator is responsible for the end-to-end management, optimisation, and governance of our ServiceNow platform. It is a pivotal role for the V&A to drive value from the system, optimise return on investment, establish robust asset management processes, improve incident and problem resolution times, create a clear Service Catalogue, and deliver a better end user experience.
Key Responsibilities
- Platform Administration: Configure, maintain, and enhance ServiceNow modules including ITSM and ITOM
- User & Access Management: Define access processes, manage roles/permissions, and ensure compliance and security.
- Workflow & Automation Development: Build workflows, business rules, UI policies, and automation to streamline processes.
- CMDB Governance: Own CMDB structure, standards, data quality, Discovery, and Service Mapping.
- Data Management: Maintain data accuracy, integrity, and completeness across imports, exports, and integrations
- Reporting & Analytics: Develop dashboards, scheduled reports, and notifications to support insights and decision-making.
- System Maintenance & Upgrades: Coordinate patches, upgrades, testing cycles, and minimise user disruption.
- User Support & Training: Troubleshoot issues, work with ServiceNow support, and train end-users and stakeholders.
- Vendor & Third-Party Management: Manage relationships with ServiceNow and external configuration/development partners.
- ITIL-Aligned Service Management: Apply ITIL v4/v5 principles to support consistent, high-quality service operations.
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What we're looking for:
- Service Now administration experience
- Experience designing and implementing workflows and automations
- Experience designing and building reports and dashboards
- ITIL aligned Service Management - ITIL v4 or v5 required
- Excellent attention to detail - ensuring strict data governance
- User and role access management - ensuring compliance and security
- Analytical problem solving
- Clear communication and collaboration
- Ownership and accountability
- Shares our Values of Sustainability, Equity, Creativity, Collaboration & Generosity
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What’s in it for you?
- 29 days of holiday + public holidays each year
- 5.5% employee pension contribution, 10% employer pension contribution (post-probation)
- Life assurance scheme (to value of 4 x annual salary)
- Family-friendly policies e.g. enhanced maternity + paid carers leave
- Free sanitary products for all employees across our sites
- Free entrance to many major museums and exhibitions
- Benefits platform offering discounts at major retailers
- & many more
Full job description and list of benefits on our website
When do applications close?
14 August @ 23:59
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