Senior ServiceNow Engineer -  Enterprise Technology (ET)


About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the internal tech services powering Deliveroo’s internal teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate.


We are introducing ServiceNow and building a completely new team. As a ServiceNow Engineer at Deliveroo you will be responsible, with others in the ServiceNow team, for the successful implementation, ongoing management and continual improvement of the ServiceNow platform. The main objective of the ServiceNow team is to support the improvement of the maturity of service delivery within Enterprise Technology by providing quality configuration and support of ServiceNow to support the new processes which are expected to bring a better customer experience for Enterprise Technology customers. You will partner closely with IT Service Management and Operations, providing ServiceNow best practice guidance and input into the development of the new processes, dashboards, reporting, and workflows.


What You'll Be Doing:

  • Consult with IT internal requesters, projects or business customers on the ITSM platform (ServiceNow), its modules and interfaces
  • Design and develop medium to complex solutions
  • Gathering requirements and scope out projects with the rest of the team
  • Verify the requirements with the platform's OOB functionality, performing gap analysis and proposing additional platform OOB modules if necessary
  • Estimate effort for all customisations, integrations, configurations and development work
  • Hands-on implementation, configuration and customization in the tool
  • Responsible for technical documentation and work instructions for day-to-day operations of new implementations, or their customizations and configurations
  • Ensure system architecture supports business scalability and strategies and meets audit, compliance and security requirements
  • Collaborate with IT and business teams to translate requirements into technical solutions that meet customer needs
  • Provide advice and guidance to get the most out of the platform and learn about the latest features
  • Serve as the primary point of contact for support, administration, and maintenance of the ServiceNow platform and associated applications
  • Manage multiple priorities and complex tasks in a dynamic work environment
  • Configure the Service Mapping tool and load data / dependencies
  • Performing Application and Service Mapping processes and troubleshooting the errors that arise
  • Review and modify existing ServiceNow CMDB patterns as needed.
  • Develop integrations with other applications to support core data load and process automation
  • Lead in the implementing, configuration and maintenance of interfaces and integrations for gathering, populating, and maintaining CMDB data
  • Creating and configuring of reports, dashboards, schedules, access, permissions, credentials and other operational activities or outputs associated with discovery functions
  • Enable, configure and operate discovery of new and existing components and provide automated population of CMDB data by ensuring identification and reconciliation rules
  • Providing technical feedback that is constructive and actionable
  • Participating in on-call for production issues that may occur outside of standard working hours 



  • You live and breathe ServiceNow. 
  • Outstanding ability and experience in developing and implementing ITSM/ITIL and ITOM processes and solutions, with a deep process/functional and technical understanding of the CMDB and CSDM model
  • ServiceNow Certifications for System Administrator and Certified Implementation Specialist for ITSM, ServiceNow Application Developer
  • Advanced experience with web technologies (REST, SOAP, JSON, XML, HTML, JavaScript, Web Services, Python etc.)
  • Excellent interpersonal skills combined with practice establishing and maintaining credibility as a ServiceNow expert
  • ITIL Foundation 
  • Excellent spoken and written Business English


We’re also interested in…

  • Experience of one or more of Zendesk, Jira
  • Familiar with Agile, DevOps, SDLC, and SRE ways of working

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