Role Description

Junior Systems Administrator (ServiceNow) at IT Lab, London


Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability. 

An opportunity has arisen for a Junior ServiceNow Systems Administrator to join our Business Systems team. Relevant experience and the ability to learn quickly, communicate well at all levels, work with 100% commitment and contribute to the success of our existing team of dedicated professionals is vital.

The Role
The IT Lab DevOps team is responsible for maintaining the vision, roadmap and development pipeline for key Business Systems and developing these systems, their components and interfaces. The team consists of DevOps engineers and Agile Scrum professionals who have the skill to deliver real value to a fast growing and dynamic business and its clients.
This role is an opportunity to work with the team to ensure that development work is properly prioritised and delivered to timelines agreed with stakeholders while also gaining new skills and learning to develop ServiceNow. The focus of this role is on ServiceNow administration and development but will also allow for exposure to other operational and reporting systems (e.g. SQL SSRS, Docker, Git CI/CD, Okta, Active Directory). A secondary focus of the role is to deliver the support aspect of the team – responding to and managing Requests, Incidents & Defects and providing appropriate updates to users (both internal and external).
This role presents a unique opportunity to gain significant exposure to operational systems and to develop along a ServiceNow Development career path.

Generic Duties and Responsibilities:
• Work within an Agile environment, developing based on requirements captured in the ServiceNow agile module and in accordance with acceptance criteria
• Work with DevOps Engineers and Scrum master to deliver agreed sprint goals
• Develop elements of ServiceNow functionality, applications and integrations with other platforms
• Carry out all appropriate testing to deliver quality work at all times
• Provide input into the ServiceNow platform design, product vision and roadmap
• Engagement with stakeholders, internal to IT Lab and external clients and vendors
• Respond to and resolve/fulfil operational Incidents, Defects and Requests
• Liaise with users to provide updates to Incidents & Requests
• Use ServiceNow to keep full records of all work carried out on Incidents & Defects

Required skills and capabilities:
• Possesses a can-do attitude and has a strong desire to learn
• Strong problem-solving skills and attention to detail
• Experience in application support, infrastructure management or sys admin
• Scripting experience, JavaScript would be an advantage
• Web Development experience desirable
• ITIL/Service Management or Support/IT Operations understanding would be an asset
• Strong verbal, written and presentation skills, communicating clearly and concisely
• Positive and proactive approach at every level and under pressure

The Package
• Working hours will be 40 hours a week during standard business hours (Monday – Friday, 9am-6pm)
• Offices based in Russell Square London
• Package dependent on experience
• 22 days’ annual leave
• Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.