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Job Title: System Administrator Location: Chippenham, with flexible work-from-home options
About the Role
We’re looking for a highly skilled System Administrator to join our clients team, based in Chippenham. This position involves overseeing the service team, ensuring high-quality service delivery, rapid incident response, and robust platform operations. You will be responsible for ITSM management through Jira, ServiceNow platform administration on AWS, and leading continuous improvement initiatives to elevate service performance.
Salary & Benefits
- Salary: £40,000 - £50,000 per annum (dependent on experience, industry-benchmarked)
- Healthcare: Private healthcare
- Leave: Unlimited holiday policy
- Career Development: In House training, accessible during work hours
- Pension: Auto-enrolment pension scheme
- Work Environment: Balanced, high-performance culture with employee socials and events
- On-site Amenities: Lounge area, bar, plus free cake and fruit
- Referral Programs: Staff and customer referral schemes
Key Responsibilities
- Lead the Service Desk team, ensuring top-quality end-user support through Jira ITSM to manage incidents, requests, and problem records, maintaining SLAs and KPIs.
- Oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
- Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
- Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
- Customize ITSM processes in Jira and ServiceNow to align with MOD standards, continuously improving workflows and adhering to ITIL best practices.
- Collaborate on service enhancement initiatives, tracking and optimizing processes with DevOps and SOC teams to support a high-security environment.
- Engage with MOD stakeholders, external vendors, and SOC partners
Essential Skills & Experience
- Jira ITSM Proficiency: Skilled in managing incidents, requests, changes, and problem records with full compliance to SLAs and ITSM practices.
- ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
- AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
- Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
- Leadership: Strong leadership and collaboration skills to drive service improvements and stakeholder engagement.
- ITIL Certification: ITIL v3/v4 certified, with a focus on Incident, Change, and Service Management.
- MOD Framework Knowledge: Familiar with MOD’s SIAM framework and Defence Service Management Framework.
- AWS IAM and RDS: Experience in AWS IAM for secure access and AWS RDS (e.g., MariaDB) in ServiceNow.
- Security and Optimization: Knowledge of NGINX for traffic routing and managing access in secure environments.
Join and be part of a fast-growing, modern, market-leading team dedicated to high-quality service and development! If you’re ready to make a meaningful impact, apply now!
