Location: UK Remote (with occasional travel to Cardiff HQ)

Salary: £28,000 - £32,000 pa

Perks & Benefits

• 🏡 Flexible / Home Working: A large portion of FlyFormers work from home, so providing you have a strong and safe internet connection; we don’t mind where in the UK you work. We still value face-to-face interaction and celebrating success as a team; so expect some travel to our Cardiff office or client site when required.
• 🎂 Birthday Off: Alongside 25 days of annual leave (plus Bank Holidays of course) you'll also get your birthday off to celebrate.
• 🏥 Private Healthcare: Full healthcare via Vitality for you and your family.
• 😇 Life Assurance: x4 your base salary
• 🍼 Enhanced Parental Leave: 13 weeks full pay, 13 weeks half pay and 13 weeks SMP for Maternity. Secondary care givers will be provided with 4 weeks full pay for Paternity.
• 📈 Pension: We'll match what you put into your pension, up to 5%.
• 🙏 An end of year thank you: Discretionary end of year Bonus' and/or pay reviews to say thanks for all your hard work over the year.
• 🎓 Certifications: We'll fully support you with your personal development, we run bi-annually personal development goals which are set between each individual and their line manager.
  
  

The Role

As a Support Specialist (ServiceNow), you will be responsible for providing intermediate technical support for ServiceNow customers, handling more complex issues beyond L1 capabilities. You will work closely with clients to troubleshoot problems, optimise platform performance, and implement minor enhancements, ensuring a seamless and efficient ServiceNow experience. 

You'll get the opportunity to work with a variety of exciting clients and be involved with the many different aspects of the ServiceNow platform.

This role will sit within our close-knit Managed Service team. Once you’ve completed onboarding and understand our clients and ways-of-working, you’ll be the first point of contact for customers seeking technical platform assistance. You will be responsible for initial troubleshooting, resolving issues, and escalating more complex problems to L3 and L4 engineers. Your role will ensure a smooth user experience and contribute to clients overall platform stability. 

A keen interest in technology (especially ServiceNow) and personal drive is essential, alongside a thirst for continuous learning- we will fully support you with industry recognised certifications, but it’ll be down to you to be curious, lean into our experienced ServiceNow consultants for guidance and with our backing, own your development. 

We welcome applications from candidates without previous ServiceNow configuration experience, providing you have a background in a Managed Services environment. Strong client-facing skills are essential, as the role involves managing and resolving incoming client queries and requests efficiently and professionally.

Maybe you're currently in a Service Desk environment, supporting users and using ServiceNow as your daily tool to manage workflow? If so, this could be the ideal opportunity to take your career to the next level and move up in the exciting world of ServiceNow.

Our office is based in an ideal location in Cardiff, just 15 minutes walk from the train station. Depending on their role, many FlyFormers work remotely whilst others work in a Hybrid working environment. We value in person learning so due to the nature of this role, expect some travel to the Cardiff office on occasion to meet some of the team.

Key Responsibilities

• Handle more complex ServiceNow issues beyond L1 scope, including module-specific troubleshooting (e.g., ITSM, ITOM, HRSD, CSM, etc.). 

• Perform troubleshooting and see through to resolution where possible. 

• Collaborate with Level 3 & 4 engineers and escalate critical issues when necessary. 

• Implement minor enhancements, scripting updates, and configuration changes. 

• Work closely with customers to understand requirements and provide proactive recommendations. 

• Support integrations and data imports/exports. 

• Assist in monitoring platform performance and optimising workflows. 

• Contribute to process documentation and knowledge base articles. 
  

Your Skills and Experience

• 1-2 years of experience in ServiceNow administration OR technical support. 

• Strong analytical and problem-solving skills, as well as the ability to prioritise tasks in a busy environment. 

• Experience in troubleshooting platform performance and integration issues. 

• Excellent communication skills, with the ability to explain technical concepts to non-technical users, along with customer management skills. 

• Strong documentation skills for knowledge base contributions. 

• Basic knowledge and understanding of JavaScript, CSS & HTML. 

• Experience of working in public sector organisations. 

• Knowledge of ServiceNow modules such as ITSM, ITOM, HRSD, or CSM, ideally supporting customers working on ServiceNow (Desirable)

• Scripting experience (JavaScript) and workflow configuration skills (Desirable)
  
  

Your Qualifications

• ITIL Foundation certification (Desirable)

• CSA (Desirable)

• DBS check essential (SC clearance preferred)
  
  

Equal Opportunities
FlyForm is committed to promoting equal opportunities in employment. You and any candidate will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, nationality, ethnicity, religion or belief, sex, or sexual orientation.

Please let us know if you require any additional support or reasonable adjustments throughout the interview process, and we will be happy to accommodate.