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ServiceNow Platform Engineer

Req ID:
Information Technology
London; Manchester

About Us:

Direct Line Group is one of the UK's largest insurance companies and home to some of the best-known brands including Direct Line, Churchill and Green Flag.

We’re evolving, to be a more digitally-focused data-driven insurance company of the future – and your unique talent, skills and ideas can create our success.

Like us, you excel at collaboration, exploration and innovation. And like you, we take tech seriously. That’s why we’re embracing the move to a more digital, flexible world. With constant investment in the newest tools, programmes and equipment for our teams, it all adds up to creating the best possible user experience for customers. And a great career for you. Join us. Own the evolution.

What we look for

As a ServiceNow Platform Engineer, you'll be part of a team delivering a first-class IT service for all colleagues, helping them with technical service issues and delivery of a busy backlog of enhancements and automation requests. You'll provide technical support and configuration/development on ServiceNow for ITSM, ITOM and Flow Designer.

You will manage the delivery of enterprise tooling support including system and tooling changes to ensure that the needs of all consumers of our services are delivered within appropriate SLAs (Service Level Agreements).

Who you will work with

You will work with the Head of Technology Tooling and Senior Tooling Product Owners for the services we manage.

What you will do

  • Provide BAU incident and request management support to ensure issues are resolved and services restored within required SLA's

  • Help with the design, implementation and administration of IT on-premise and cloud services, to ensure high levels of availability

  • Follow company policies, standards and service guidelines to deliver an excellent quality of service to colleagues

  • Ensure that regulatory controls and risks are observed, documented, and maintained

  • Improve existing services and tools either by process improvement or automation

  • Perform root cause analysis of complex technical issues spanning multiple systems

  • Ensure operational systems are maintained/administered to a high standard

  • Undertake remediation work identified through vulnerability management, pen testing or security controls

  • Provide technical assistance to Business projects, initiatives and demands

  • Empower the Service Desk with expertise in managed systems and services (shift left) and assist with transition of new tools into support

What you will need

We are looking for someone with strong technical skills and a high proficiency of customer service to deliver the required support to our tooling stakeholder community.

  • ServiceNow Certified Administrator qualification.

  • Experience of system development across in-scope systems

  • Good Experience and working examples of implementing WebServices, API's, Database-level integrations/ETL, Windows Server, Linux, Unix, Solaris, Oracle, MYSQL, MSSQL.

  • Experience of previously administering technology support tools in a BAU environment

  • Knowledge of industry Service Desk processes, software development lifecycles and support systems.

  • Analytical experience to review and translate manual processes into automated solutions.

  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.

What we’ll give you in return:

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

·9% employer contributed pension

·50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

·Up to 10% annual bonus

·25 days holiday (rising by 1 each year to 28) + bank holidays and option to buy or sell up to 5 days

·Additional optional Health and Dental insurance

·EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

·Buy as you earn share scheme

·Employee discounts and cashback

·Plus many more

Flexible working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here.

We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this.

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

Collectively we help every business within our group aim higher. Standing shoulder to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here. See your opportunity to start a career that’s varied, distinct and exciting. Visit




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