ServiceNow Platform Owner (m/f/d)

About ICE Services

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.

About the Role

For us ServiceNow is a product platform, not just a ticketing tool. On top of ITSM we run our own custom apps and workflows for internal operations, plus customer support workflows for music rights organisations across Europe. Integrations connect ServiceNow to AWS, GitHub Actions, Datadog and other systems. Most of it is business critical.

You'll be the technical lead of this team, and the owner of the platform. That means you’ll need to grow deep understanding how the existing workflows, integrations and custom artifacts work, keeping them up to date, and deciding how new changes can be embedded to reach production.

There are some green field areas, most of your time will go on configuration, troubleshooting, making technical decisions and keeping the platform and the custom apps healthy, so that internal and external stakeholders get work they can rely on. This means you'll need to be hands on.

Key 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 and Qualifications:

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

Good to know

This role probably isn't for you if you only want to work inside ServiceNow, don't want to deal with a heavily customised instance, would rather not be hands on anymore, or are looking to manage a large team.

Working model: Hybrid, 1 day/week in our London office

What we offer:

Competitive local benefits based on your location

We promote flexible working regarding time and/or place

Both mental and physical health initiatives

Corporate pension scheme

Comprehensive training and development opportunities

Industry insider events, team socials and company events

Enhanced holiday allowance

• 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.