ServiceNow Platform Specialist

We are looking for a hands\-on ServiceNow Platform Specialist to develop and maintain our ServiceNow environment. Working closely with our ServiceNow lead, you will be the primary technical resource on the platform, responsible for day\-to\-day administration, configuration, scripting and service improvement, with hands\-on ownership of changes in a live environment.

The role covers release management, upgrades and patching, platform best practice, reporting, workflow automation, and service catalogue delivery across a mid\-sized environment of approximately 2,200 users and 4,000 tickets per month.

This role sits within the UK Operational IT Governance team, reporting into the ServiceNow lead, and is remote based in Portugal.

Key Responsibilities

Release management, upgrades and platform standards

• Own platform releases, including update sets, testing, deployment planning and rollback readiness;


• Plan and deliver ServiceNow upgrades and patching, including impact assessment, testing and issue resolution;


• Manage instance cloning and environment readiness across development, test and production;


• Apply and promote clear platform standards to keep the environment stable, supportable and maintainable;


• Promote and support the use of ServiceNow within the IT teams and support usage and adoption.

• Create and maintain dashboards and reports for operational and management use;


• Improve data visibility and support better decision\-making;


• Support Performance Analytics where needed.

• Build and amend service catalogue items and fulfilment logic;


• Create and improve forms, client\-side behaviour, field logic and validation;


• Ensure a simple, consistent user experience;


• Reducing IT support involvement through well\-designed approval flows.

• Design, build and improve workflows using Flow Designer and supporting scripts;


• Automate service fulfilment, approvals and operational processes;


• Create reusable workflow patterns;

• Support day\-to\-day platform operation, including incident triage, root cause analysis and fixes;


• Manage plugins or add\-ons where required;


• Drive continuous improvement of platform stability and usability;

• Support integrations using IntegrationHub and related data handling;


• Work with internal teams and ServiceNow partners where required;


• Contribute to future platform capability, including AI or agent\-based features where appropriate.

• Strong hands\-on experience across ServiceNow administration, configuration and development;


• Proven experience managing releases, upgrades and patching, including testing and issue resolution;


• Practical experience with instance cloning and environment management;


• Good understanding of ServiceNow best practice and how to maintain a stable platform;


• Experience creating dashboards and reports that are actually used by the business;


• Experience building workflows using Flow Designer;


• Experience with service catalogue items and form configuration;


• Working knowledge of JavaScript within ServiceNow;


• Able to manage and prioritise work in a live production environment;


• 3–5 years of hands\-on ServiceNow experience required.

• Performance Analytics experience;


• IntegrationHub custom actions and data handling;


• Experience with ServiceNow AI, Virtual Agent or LLM capabilities;


• Working knowledge of ITSM and ITOM.

• Practical and delivery focused;


• Comfortable working independently;


• Strong attention to quality and platform stability;


• Able to balance speed with control.

We began in Portugal 40 years ago. Since then, we focus on specialisation and knowledge, on an international network, on people and on technology. We have innovated, grown and become a multinational group specialising in insurance and risk consulting.

With an active presence in 11 countries – Portugal, Brazil, Spain, Angola, Mozambique, Switzerland, Malta, Chile, Cyprus, Mexico and USA – we also operate around the world through Brokerslink, a global broking company, founded by MDS in 2004\. Brokerslink manages a network of brokers and speciality risk and consulting firms located in 133 countries.

We are part of The Ardonagh Group, the world’s largest independent broking group in the United Kingdom and one of the top 20 brokers in the world, posting revenue over USD$1\.5Bn, employing 11,000\+ people across 250 offices. This operation amplifies our access to specialist resources, technology, and the ability to offer innovative solutions as well as the highest standards of service to our customers anywhere in the world.

Equal Opportunity Employer

MDS ensures that all applications are assessed fairly and impartially, based solely on the candidate’s skills and profile, guaranteeing a recruitment process free from any form of discrimination.

\#MDS

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