Senior Software Engineer
Senior ServiceNow Developer
Client: Major UK Retail Organisation
Platform: ServiceNow
Focus: CMS Architecture, Service Portal 3.0, Integrations, Technical Leadership
Role Overview
The Senior ServiceNow Developer will take a technical leadership role within the ServiceNow CMS and Service Portal programme, working closely with the Lead Digital Architect, Business Analysts, UX/UI teams, and BAU stakeholders.
This role combines hands-on development, solution design, integration architecture, and team leadership, ensuring that solutions are scalable, secure, and aligned with enterprise and retail business needs.
Key Responsibilities
Solution Design & Architecture
- Work with the Lead Digital Architect to produce:
- Solution Design documentation
- Technical Architecture documentation
- CMS implementation designs
- Service Portal 3.0 release designs
- Ensure designs align with ServiceNow best practices and my clients standards.
Development Leadership
- Lead the technical implementation of ServiceNow CMS and Service Portal solutions.
- Delegate and oversee development tasks across junior and mid-level developers.
- Ensure consistent code quality, performance, and maintainability across the team.
Business & UX Collaboration
- Work closely with Senior Business Analysts and UX/UI stakeholders to:
- Validate and refine user stories
- Ensure acceptance criteria fully cover functional and non-functional requirements
- Provide technical input into backlog refinement and sprint planning.
Integration Design & Delivery
- Design and oversee integrations supporting CMS functionality, including:
- Twilio (WhatsApp) integrations
- Data source transformations (XLS, APIs, external feeds)
- Ensure integrations are secure, scalable, tested, and well-documented.
BAU Handover & DevOps Engagement
- Establish strong relationships with BAU teams.
- Lead handover activities, ensuring BAU has:
- Complete technical documentation
- Operational understanding of the solution
- Promote a DevOps-style engagement, involving BAU early where appropriate.
Governance & Compliance
- Complete mandatory Post Office compliance training.
- Complete Change Excellence Framework training where applicable.
- Ensure adherence to Post Office change methodology, agreeing variations with the Change Portfolio Office when required.
Technical Skills & Experience
Essential
- Extensive ServiceNow development experience, particularly CMS and Service Portal
- Strong hands-on expertise in JavaScript, HTML, CSS
- Experience producing solution and technical design documentation
- Proven experience designing and delivering ServiceNow integrations
- Strong understanding of Agile, DevOps, and enterprise delivery models
Desirable
- Experience with Twilio (WhatsApp) integrations
- Data transformation experience (XLS imports, APIs, middleware)
- Experience working in large retail or regulated environments
Leadership & Soft Skills
- Proven ability to mentor and delegate to development teams
- Strong stakeholder communication skills
- Ability to balance hands-on delivery with strategic design responsibilities
- Proactive approach to risk, quality, and technical debt management
Key Deliverables & Success Measures
- Approved solution and technical architecture documentation
- High-quality, scalable CMS and Service Portal implementations
- Successful delivery of integrations supporting business outcomes
- Smooth transition to BAU with documented, supportable solutions
- Compliance with governance, change, and training requirements