ServiceNow Platform Owner

· Own the end-to-end ServiceNow platform strategy, ensuring alignment with enterprise architecture, transformation plans, and evolving business requirements. 

· Oversee configuration, customisation, and optimisation across CSM, SMP, ITOM, AI Assist and other modules, ensuring best practice.
· Drive platform governance including development frameworks, sprint quality standards, version control, release planning, and design/architecture assurance.
· Identify and champion automation and AI opportunities, including NowAssist, generative AI, and workflow automation to enhance service efficiency and user experience.
· Ensure platform security, regulatory compliance (GDPR, ISO standards), and robust resilience across environments.
· Oversee integrations and API strategies in partnership with architects and technical teams.
· Manage Platform change and risk

Leadership

· Support our multidisciplinary ServiceNow team (Architects, Developers, Administrators) fostering a strong engineering culture and continuous improvement. 

· Mentor team members and ensure clear performance governance, role clarity, and skills progression.
· Act as the senior escalation point for issues, ensuring timely and effective resolution.

Stakeholder Collaboration

· Partner with business leaders, product owners and senior managers to gather requirements, shape demand, and translate priorities into a clear roadmap. 

· Collaborate with the CTO and CIO on customer facing innovation, portals, and operations
· Work with the Head of Internal IT to ensure underlying infrastructure supports platform performance and availability.
· Support the ServiceNow User Forum and cultivate a network of ServiceNow champions across the organisation.

Performance Monitoring, Reporting and Compliance

· Define and track KPIs including stability, uptime, adoption, feature utilisation, and time to value metrics. 

· Provide regular reporting, insight, and improvement recommendations to the CIO and senior leadership team. 
· Ensure strong patching, vulnerability management, access controls, and compliance processes.

· Drive the adoption of AI, automation, and workflow optimisation using the latest ServiceNow capabilities. 

· Lead the creation of AI driven user stories, agent models, and governance practices to safely scale AI across business functions. 
· Champion a culture of experimentation, modern engineering, and platform innovation

Please note:

This will be a remote based role however occasional travel may be required for team, vendor, or customer meetings. This is normally held in our London office (Holborn)

At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes: