ServiceNow Product Manager
UK Health Security Agency
About the job
Job summary
Job title – ServiceNow Product Manager
Profession- Product Management
Directorate – Technology
Full Time equivalent - 37.5 hours
No of Roles – 1
Contract Type – Permanent
Location –Hybrid
UKHSA operates a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata,(averaged over a month) working at one of UKHSA's locations (Birmingham, Leeds, Liverpool, and London). Specialist or regional roles will be based at the appropriate UKHSA site. For certain roles, some additional flexibility may be possible, which will be agreed upon with the hiring manager based on individual requirements and business needs.
Working Pattern – Full Time / Part Time / Job Share / Flexible Working / Hybrid Working
Grade & Salary – Grade 7. National banding -£51,824- £61,414 per annum. Outer London -£53,812- £63,252 per annum. Inner London - £55,799- £65,089 per annum.
New entrants to the Civil Service are expected to start on the minimum of the pay band.
The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.
This role is to be appointed under Civil Service Terms & Conditions. Full details on the T&C’s are found https://www.ukhsa.reed.com/.
Closing Date – 06/05/2024. 23:55pm. Unfortunately, late applications will not be considered
Interview Date – 27/05/2024 Please note, these dates are subject to change.
Job description
As a ServiceNow Product Manager for the UK Health Security Agency (UKHSA) Technology team, you will play a pivotal role in leading the digital transformation of the agency, ensuring it becomes a more data-driven, customer-focused, and digitally advanced organisation.
Job Overview
As a ServiceNow Product Manager for the UK Health Security Agency (UKHSA) Technology team, you will play a pivotal role in leading the digital transformation of the agency, ensuring it becomes a more data-driven, customer-focused, and digitally advanced organisation.
In this role, your primary focus will be on utilising ServiceNow effectively to enhance UKHSA's digital capabilities. You will lead the design, development, and maintenance of ServiceNow APIs, UIs, and backend infrastructure to achieve UKHSA's objectives of transforming health expectations across England. Your responsibilities include identifying process optimisation opportunities for products and services, contributing to implementing proposed solutions, and providing expert technical knowledge in ServiceNow throughout the design, build, and test phases.
Taking ownership of projects from inception to production, you will work closely with business and technology stakeholders to translate business problems into technical designs. Your role involves collaborating with UCD, Service Design, and DevOps teams to develop elegant solutions for complex problems.
Championing user research to prioritise user needs, putting users first and managing competing priorities, you will offer recommendations on the best tools and methods, ensuring the delivery of a high-quality service within ServiceNow that empowers individuals to make positive changes in their working lives.
You will be tasked with creating and maintaining a roadmap of features for the constant evolution of the ServiceNow platform ensuring it meets the needs of the agency.
Main Duties of the Job
- Strategic Planning:
- Collaborate with senior stakeholders to understand business needs and translate them into a comprehensive ServiceNow strategy.
- Develop and maintain a roadmap for the ongoing enhancement of the ServiceNow platform to meet organisational goals.
- Take ownership of the end-to-end product lifecycle, from ideation to implementation and ongoing optimisation.
- Define and prioritise product features and requirements, ensuring alignment with business priorities.
- Establish strong working relationships with internal and external stakeholders to gather requirements and feedback for continuous improvement.
- Communicate effectively with both technical and non-technical stakeholders, ensuring a common understanding of product objectives.
- Oversee the configuration and customisation of the ServiceNow platform to meet business requirements.
- Stay abreast of ServiceNow best practices and updates to drive continuous improvement.
- Work closely with development teams, business analysts, and other relevant teams to ensure the successful delivery of ServiceNow solutions.
- Provide guidance and support to the team, fostering a collaborative and innovative working environment.
- Define and implement testing strategies to ensure the reliability and functionality of the ServiceNow platform.
- Conduct regular quality assurance checks and reviews to maintain a high standard of service.
- Create and maintain comprehensive documentation, including user guides and technical documentation.
- Generate regular reports on key performance indicators, highlighting areas for improvement and success.
PROFESSIONAL DEVELOPMENT
- Identify, discuss and action own professional performance and training / development needs with your line manager through appraisal / individual development plan. Attend internal and external training events
- Participate in all mandatory training as required, i.e. fire safety, information governance and all other mandatory training
KEY WORKING RELATIONSHIPS
The post holder will develop working relationships and communicate regularly with a wide range of individuals, clinical and non-clinical, internal and external to UKHSA. This will include:
Internal
- Technology team
- Product owners across UKHSA
- Users within UKHSA including key business sponsors
External
- Software suppliers and design agency representatives
Person specification
Essential Criteria :
- Proven experience as a ServiceNow Product Owner or in a similar role.
- In-depth knowledge of ServiceNow platform capabilities, configurations, and best practices.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a cross-functional team environment.
- Familiarity with Agile methodologies and project management principles.
Desirable Criteria :
- Relevant certifications in ServiceNow (e.g., Certified Implementation Specialist)
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Benefits
Alongside your salary of £51,824, UK Health Security Agency contributes £10,455 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Things you need to know
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Strengths
.Stage 1: Application & Sift
As part of the application process, you will be asked to provide a Statement of Suitability in no more than 750 words providing examples of how you meet the essential criteria. It should also detail what you and your experience can bring to the role.
This part of the selection process should outline how you consider your skills, experience and achievements, and provide evidence of your suitability for the role, with particular reference to the essential criteria outlined.
You will also be asked to provide information within the ‘Employer/ Activity history’ section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history. This will be used in sifting process and will be scored
If you are successful at this stage, you will progress to interview
Stage 2: Panel Interview
All applicants that progress to interview will be assessed on Behaviours, Experience and technical ability – through Success Profiles. These interviews will be held remotely over Microsoft Teams. You will be required to prepare a presentation for this interview
The Behaviours being assessed at interview are:
Seeing the Bigger Picture
Making Effective Decisions
Communicating & Influencing
Managing a Quality Service
There will be a technical exercise and presentation at interview
Benefits
- Alongside your salary of £51,824, UK Health Security Agency contributes £13,992 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- Range of health and wellbeing support
Any move to UKHSA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare.
Reserve List:
Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be contacted if similar roles become available.
If you are interviewed for the post and do not meet the required threshold for the specified grade, your application may be assessed against a similar, lower grade role and you may be offered the post should one be available.
DBS - People working with government systems must complete Basic Personnel Security Standard (BPSS) checks which includes a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed for this role is BPSS however there may be a requirement for this role to be SC cleared and you should familiarise yourself with the criteria of security clearance.
This role is Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants. Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules This job is broadly open to the following groups:
- UK nationals
- Nationals of Commonwealth countries who have the right to work in the UK
- Nationals of the Republic of Ireland
- Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
- Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- Certain family members of the relevant EU, EEA, Swiss or Turkish nationals
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Government baseline personnel security standard
It’s important to note that there are currently exceptions to applications being considered if your conviction relates to any of the following:
- life sentences
- arson
- sexual offences
- hate and terror offences
Some departments will also consider the specific offence against the nature of the business, i.e., a conviction for fraud may rule you out for a finance role
Contact Details – Sophie.Rigney@reed.com
Complaint process:
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints1@ukhsa.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.