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About the Role
As the technical lead and owner of the ServiceNow platform, you will be responsible for its architecture, data model, upgrades, health, access, licensing, and security. You will manage the end-to-end release process, including testing, logging, and rollback, and ensure the platform's critical automations meet SLAs. This hands-on role involves building scoped apps, flows, portals, and integrations, and guiding a small team through technical direction and code reviews.
Responsibilities
- Own the platform in every respect: architecture, data model, upgrades, platform health, access, licensing and security (service accounts, roles, ACLs)
- Own the release process end to end, including testing, logging and rollback
- Own SLAs, assignment rules, routing and business critical automations, and keep them simple, recoverable and as close to out of the box as possible
- Build scoped apps, flows, portals and integrations, and be able to build outside ServiceNow when that's the better option
- Guide a small team through code reviews, pairing and technical direction, and make documentation and runbooks a normal part of the job
- Turn customer meetings into business requests and then into practical solutions, own the roadmap, and manage vendor and partner relationships
- Work with internal and external stakeholders, and act as Product Owner when needed
Requirements
- Experience as a tech lead or senior engineer who has truly owned a system
- Hands on ServiceNow development experience, that goes beyond admin work: developed apps, scripting, ACLs, Flow Designer, Integration Hub, REST APIs
- Solid knowledge of instance management, upgrades, cloning, safe deployments, SLAs, ITSM processes and licensing
- Web development skills (JavaScript or TypeScript, REST, OAuth, webhooks), plus Git, CI/CD, AWS, SQL and data modelling
- Comfort picking up an existing setup, asking "why", and explaining technical topics in plain language to anyone, senior leadership included
- A habit of writing things down
- Fluent English
Skills
- ServiceNow development
- ITSM
- Custom apps
- Workflows
- Integrations
- AWS
- GitHub Actions
- Datadog
- Architecture
- Data model
- Upgrades
- Platform health
- Access control
- Licensing
- Security
- Service accounts
- Roles
- ACLs
- Release process
- Testing
- Logging
- Rollback
- SLAs
- Assignment rules
- Routing
- Automations
- Scoped apps
- Flows
- Portals
- REST APIs
- Instance management
- Cloning
- Safe deployments
- JavaScript
- TypeScript
- OAuth
- Webhooks
- Git
- CI/CD
- SQL
- Data modelling
Location
- London
Work Type
- Hybrid
- Flexible working
Experience Level
- Technical Lead
- Senior Engineer
Benefits
- Competitive local benefits
- Flexible working regarding time and/or place
- Mental and physical health initiatives
- Corporate pension scheme
- Comprehensive training and development opportunities
- Industry insider events, team socials and company events
- Enhanced holiday allowance
About the Company
- ICE Services is a music technology company built by rightsholders, for rightsholders.
- We simplify the complexities of the music royalty chain through an innovative suite of licensing, processing, and copyright services, enabling our customers to accurately and efficiently compensate songwriters and composers for the use of their works.
- A joint venture between PRS, STIM, and GEMA, ICE Services is the result of a big vision for the industry that harnesses years of combined experience in the multi-territory music market.
- Serving over 330,000 rightsholders and leveraging a copyright database comprising 55 million musical works, ICE Services’ operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date.
- We’re based in the UK, Germany, and Sweden.
Equal Opportunity
- We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.
- We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.