ServiceNow Specialist

Job Description

The ServiceNow Specialist is the digital backbone of People Services, Payroll & Operations (PSP&O). This role ensures that the global service platform (ServiceNow or equivalent) is optimised, user-friendly, and aligned to PSP&O’s ambition of delivering digital, streamlined, and compliant services worldwide. By designing workflows, driving automation, and managing integrations, the ServiceNow Specialist connects technology with the colleague experience, enabling PSP&O to scale services consistently and efficiently across all regions.

WHAT YOU’LL DO

Platform Management

Own and manage ServiceNow platform configurations for PSP&O.

Maintain system performance, upgrades, and ongoing optimisation.

Ensure global consistency in workflows, forms, and data models.

Workflow & Automation

Design, build, and optimise workflows that simplify and accelerate service delivery.

Drive Tier 0 self-service through chatbots, automated workflows, and knowledge articles.

Partner with People Services and Payroll teams to digitalise and reduce manual processes.

Integrations & Data

Integrate ServiceNow with Payroll, HRIS, Finance, and IT systems.

Safeguard accurate, secure, and compliant data flows.

Align reporting and analytics functions with Insight & Analytics Specialists.

Colleague Experience

Ensure a colleague-first interface that is intuitive, accessible, and global.

Gather feedback from users and service agents to improve continuously.

Balance global standards with regional/local requirements where needed.

Governance & Compliance

Ensure ServiceNow design complies with audit, security, and regulatory requirements.

Maintain full documentation of workflows, integrations, and platform changes.

Act as subject matter expert (SME) for ServiceNow in PSP&O transformation projects.

WHO YOU ARE

We are looking for people with:

Strong technical expertise in ServiceNow (ITSM/HRSD) or similar enterprise service management platforms.

Proven experience in workf