About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So, we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when, and how they want.

Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data, or IoT Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

https://www.iwgplc.com/

The role

The role is for a ServiceNow Implementation Specialist in the Process Excellence & Automation team, whose key purpose will be the delivery of process improvements and automations across several business functions of IWG. Looking for a hands-on ServiceNow development expert who thrives on building integration-heavy solutions and modern user experiences. In this role you’ll take ownership of designing, developing, and supporting end-to-end capabilities across the ServiceNow platform, with a strong emphasis on integrations, Customer Service Management (CSM), Service Catalogue, UI Builder, Workflow Studio (Flow Designer and Playbooks), and Workspaces. The senior resources within our team are also responsible for peer-reviews, quality checks across the team, as well as mentoring and supporting less senior team members.

What you’ll need to succeed

The expectation from our Senior Developers is to mostly engage after the analysis phase is completed, although their feedback and input will be required in earlier stages as well. A successful Senior Developer would be a candidate with deep solution design and development expertise, as well as a truly strong testing mindset to achieve great quality. You’ll be someone who can take a requirement from idea to production, communicate clearly with both technical and non-technical stakeholders, and deliver solutions that are reliable in day-to-day operations.

Role and responsibilities   

• Optimization - adopting continuous improvement mindset to all business processes, working dynamically to improve and automate while ensuring the appropriate change control protocols have been followed
• Impact Analysis - awareness of how changes, including new or updated processes and automations will impact the business operations and customers
• Solution Design - working closely with the Business Analysts of the team, as well as directly with business stakeholders to deeply understand the current state and design the most efficient and optimal to-be solution
• Solution Development - create reusable components while ensuring robust error handling, logging, retry strategies, and monitoring aligned to operational SLAs
  • CSM - shape the end-to-end customer and agent experience by configuring and extending case management processes, assignments, entitlements, and SLAs, and by building guided execution using Playbooks. Deliver high-quality Service Catalog experiences by developing and maintaining catalogue items, variables and variable sets, UI policies, client and server scripts, approvals, and fulfilment automations
  • Virtual Agents and automation - build conversational experiences using Virtual Agent, designing topics, conversation flows, and handoffs that support self-service and reduce time-to-resolution. Across Workflow Studio, you’ll be a strong practitioner of Flow Designer and Playbooks, creating reusable flows, subflows, and actions that reduce manual work and standardize execution across CSM and the Catalogue.
  • Integrations - build and maintain reliable inbound and outbound connections between ServiceNow and external systems using IntegrationHub, REST/SOAP APIs, webhooks, JDBC, and MID Server patterns where needed
  • User experience and interfaces - build modern UI experiences using UI Builder and to configure and extend Workspaces for agents and operational teams
• Testing - authoring detailed business & technical testing scenarios and running System Integration Testing (SIT) and User Acceptance Testing (UAT)
• Deployment - preparing Hypercare and deployment plans for the given projects, including the scheduling, infrastructure requirements, release management and reporting
• Production support - working with the rest of the Development team to triage production incidents and assisting in the resolution of them

Qualifications, Skills, and Experience

• Bachelor’s degree, preferably in Computer Science or related IT discipline; or equivalent experience
• Deep subject matter expertise in ServiceNow and BPM technologies
• Consulting background and proven client facing experience will be a huge plus
• 3+ years of experience working with the ServiceNow platform across multiple modules such as CSM, ITSM, HRSD
• Strong experience with core development concepts such as Script Includes, Business Rules, Glide APIs, data modeling, security/ACLs, and performance considerations, and a disciplined approach to testing, documentation, and release practices
• Certifications such as CSA/CAD or specialization in CSM, IntegrationHub, UI Builder, Service Portal, or Virtual Agent are a plus
• Experience integrating with platforms like D365 Suite, Azure AD, CCaaS tools, or other major enterprise systems will be a huge plus
• Excellent understanding of workflow-based logic and the ability to understand a business process from a workflow diagram
• Strong analytical, problem-solving and synthesizing skills
• Confident communicator that can explain technology to non-technical audiences
• Detail and quality oriented professional