Senior ServiceNow Developer (Service Operations Tooling)
Position Overview
We are seeking a highly skilled & experienced developer with a proven track record for developing and implementing innovative solutions. This role will be joining the already established ServiceNow Mastek UK managed service, which has recently been recognised as a ServiceNow trusted partner.
In this role, you will be reporting into the Mastek ServiceNow Product Owner. You will be responsible for designing, developing & implementing innovation solutions on (but not limited to) the ServiceNow platform, that align with our customers business strategies (both current and potential customer base). You will collaborate with cross-functional teams to drive process improvements, enhance system efficiency & deliver high-quality service management solutions.
With a split in focus 1) on working on the delivery of the Mastek ServiceNow team’s backlog, and 2) leading hands-on innovation initiatives to improve service operations tooling. Your expertise in ServiceNow, observability, alerting, and AWS-related tools will help drive operational excellence and continuous improvement.
Key Responsibilities
Platform Development & Configuration:
 Design, develop, and implement innovative solutions across ServiceNow, observability, alerting, and AWS-related tooling, including custom applications, integrations, AI & flows.
 Develop applications and integrations across platforms such as ITSM, ITOM, PA, CSM, SPM, CSDM, CMDB, Employee Centre, Integration Hub, and observability tools (e.g., Datadog, Splunk, AWS CloudWatch, Prometheus, etc.).
 Ensure seamless interoperability between service operations tooling and cloud-native environments.
Technical Leadership & Collaboration:
 Serve as a technical lead, providing guidance & best practices across service operations platforms.
 Collaborate with internal and external stakeholders to gather & analyse requirements, translating & documenting these into effective solutions.
 Support internal Mastek growth and innovation workstreams as well as leading them.
 Foster collaboration between ServiceNow and broader service operations tooling, ensuring integration and automation opportunities are maximised.
Innovation & Continuous Improvement:
 Stay current with industry best practices and emerging technologies in service operations tooling, including observability and alerting.
 Drive innovation by integrating and optimising monitoring solutions within service management workflows.
 Develop proof-of-concept (POC) solutions for new features and capabilities across observability and ITSM platforms.
 Lead cross-team initiatives to drive innovation, with the potential for reuse across multiple customer environments.
Service Operations Reporting & Insights:
 Design and implement advanced reporting solutions to provide real-time insights into service performance, incident trends, and operational health.
 Develop dashboards that integrate data from multiple service operations tools to provide a comprehensive view of system health and SLAs.
 Utilise data analytics and machine learning models to predict potential service degradations and optimise resource allocation.
 Enhance reporting capabilities to support compliance, audit, and continuous service improvement initiatives.
Must Have Skills
 Able to commute to the central Leeds office.
 Minimum of 5 years of experience as a ServiceNow Developer or in a similar role involving service operations tooling.
 Extensive experience & understanding of ServiceNow development, including scripting (JavaScript, Glide).
 Strong understanding of ServiceNow modules & processes underpinning; ITSM, PA, CSDM, CMDB, Employee Centre & Integration Hub (REST & SOAP web services & API integrations).
 Familiarity with AWS services related to service operations, such as AWS Lambda, CloudFormation, and Step Functions.
 Experience with DevOps practices, CI/CD pipelines, and infrastructure-as-code.
 Strong problem-solving skills with a focus on continuous improvement and automation.
 Good understanding of ServiceNow out of the box architecture.
 Good understanding of other platforms such as; GitHub, Jira, Confluence
 Proven experience in developing & implementing innovative solutions on (but not limited to), the ServiceNow platform, driving thought leadership.
 Effective communication & interpersonal skills, with the ability to work collaboratively in a fast-paced environment, potentially across multiple customer environments.
Preferred Skills
 ServiceNow Certified System Administrator (CSA).
 ITIL v4 qualified.
 Experience with Agile/Scrum methodologies & tools.
 ServiceNow Certified Implementation Specialist (CIS), or other relevant certifications.
 Experience in designing and implementing AI solutions to enhance service operations capabilities.