Digital Design & Enablement Systems Engineer

  1. Full Time
  2. Contact Center
Posting date:09 Jan, 2019

Role purpose:


Group Enterprise Operations (GEO) is transforming.  We are embracing digital skills and technology and creating a Customer Service Operation (CSO) of the future.  Our people and our customers are at the heart of this journey.

We recognize that the scale of our ambition is high and that to support our people and our customers through this journey we need to help them understand and embrace the change and the impact on their ways of working and customer / employee experience.

We are therefore looking for an experienced Systems Engineer to join the team and drive forward innovation relating to simplification of our tools, automation and acting as an expert on the toolkit.

Candidates will demonstrate skills in areas for the administration, development, documentation and technical support of the ServiceNow platform. This position will vary in the scope of project responsibilities; however generally this position will focus on designing and delivering technical solutions.


Key accountabilities and decision ownership:


·         Provide software configuration and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third party software integration

·         Obtain and analyse business requirements and document technical solutions

·         Develop, design and roll out new application modules, workflows and catalogue requests

·         Research new functionality and recommend solutions that deliver customer value

·         Candidates should demonstrate experience in the following areas

·         Design and delivery of technical solutions based on the Service Now platform

·         Leadership skills in technical initiatives

·         Generating detailed documentation

·         Communications that clearly articulate solutions and the ability to perform demonstrations

·         Service Now Experience should include scripting in Service Now, tool configuration, design work, technical configuration and deployment. Specifically, candidates shall possess the skill to develop on the Service Now platform including the creation and/or customization of the core applications such as Incident, Problem, Change and Service Catalogue

·         Administering the GEO digital platforms

·         Identifying opportunities for simplification

·         Managing the workflow libraries

·         Managing the script libraries



Thank you for your interest, please note  this role is only open to individuals who have the relevant work rights and do not require sponsorship

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