ServiceNow IRM DevOps Engineer

Role Purpose

The ServiceNow IRM DevOps Engineer will support the development, deployment, operation and continuous improvement of ServiceNow Coordinated Risk Management solutions used across LSEG’s Anti-Financial Crime and Operational Risk and Controls functions. This is a hands-on engineering role passionate about maintaining stable ServiceNow IRM environments, enabling controlled and repeatable software delivery, supporting platform upgrades and releases, and working closely with developers, product owners, architects and third-party suppliers. The role holder will combine practical ServiceNow IRM development knowledge with strong DevOps, release management and operational support capabilities. They will help ensure that changes to existing workflows and new IRM capabilities are delivered safely, consistently and efficiently across development, test and production environments.

Key Responsibilities

 Support the configuration, development and maintenance of ServiceNow IRM solutions.  Work across IRM capabilities, control assessments and testing, issues and remediation actions, operational events and incidents, evidence collection and attestations, policy and compliance workflows, risk and control reporting, case management and partner concern.  Support development teams with environment configuration, technical solving and deployment preparation.  Configure and maintain ServiceNow forms, tables, workflows, notifications, business rules, access controls and integration components.  Diagnose and resolve platform defects, configuration issues, failed deployments and data inconsistencies.  Support enhancements to existing AFC and Operational Risk and Controls workflows and contribute to the technical implementation of new workflows and IRM capabilities.

DevOps and Release Management

 Develop and maintain reliable release, deployment and environment management processes for ServiceNow IRM.

 Coordinate the promotion of configuration and code across development environments.  Manage update sets, prioritised applications, source control branches and deployment packages.

 Support adoption of ServiceNow Application Repository, source control and automated deployment practices where appropriate.

 Ensure releases are traceable, repeatable and supported by appropriate approvals and evidence.

 Maintain release calendars, deployment records, implementation plans and rollback procedures.

 Support production releases, post-deployment validation and early-life support.

 Identify deployment risks, configuration gaps and missing dependencies before changes are promoted.

 Improve deployment automation and enable continuous integration and continuous delivery practices for ServiceNow.

Environment Management

 Configure, maintain and support ServiceNow development, test and production environments.

 Monitor environment stability, availability, performance and configuration consistency.

 Support instance cloning, data refreshes, environment resets and post-clone remediation activities.

 Maintain environment-specific configuration, credentials, integrations and access controls.

 Ensure appropriate segregation of duties and restricted access across environments.

 Coordinate environment usage across multiple development teams and suppliers.

 Support platform upgrades, patches, hotfixes and ServiceNow family releases.

 Assess upgrade impacts on existing IRM applications, workflows, integrations and customisations.

 Coordinate regression testing and remediation of upgrade-related defects.

Operational Support

 Provide technical support for live ServiceNow IRM applications and workflows.

 Investigate and resolve incidents, service requests, defects and recurring platform issues.

 Perform root-cause analysis and implement sustainable corrective actions.

 Monitor failed workflows, integrations, scheduled jobs, notifications and data loads.

 Support problem management and find opportunities to improve service reliability.

 Build & Maintain operational runbooks, fix guides and support documentation.

 Participate in production support arrangements and major incident resolution where required.

 Work with Service Management teams to ensure incidents and changes are handled in line with agreed processes. Technical Development

 Perform hands-on ServiceNow configuration and development where required.

 Develop and maintain Flow Designer flows and subflows, Business Rules, Script Includes, Client Scripts, UI Policies and UI Actions, Access Control Lists, notifications and approvals, scheduled jobs and data imports, REST integrations and IntegrationHub spokes.

 Support developers with technical investigations, environment defects and deployment issues.

 Review code and configuration for deployment readiness.

 Ensure solutions are supportable, maintainable and aligned with ServiceNow development standards.  Promote use of standard ServiceNow IRM capabilities and minimise unnecessary customisation.

Testing and Quality Assurance

 Support unit, system, integration, regression and deployment testing.

 Help define technical acceptance criteria and release validation checks.

 Maintain and improve automated testing using ServiceNow Automated Test Framework where appropriate.

Ensure changes are validated before promotion between environments.

 Support defect triage, prioritisation and resolution.

 Maintain evidence of testing, approvals and deployment outcomes.

 Identify recurring quality issues and recommend improvements to development and release practices.

Requirements and Design Support

• Work with Product Owners, Business Analysts and developers to understand technical and operational requirements.

• Review requirements and designs for deployment, supportability and environment impact.

• Identify non-functional requirements relating to resilience, monitoring, auditability, access control and maintainability.

• Challenge designs that create unnecessary operational complexity or unsupported customisation.

• Review third-party deployment plans, technical outputs and environment changes.

• Highlight missing dependencies, weak controls and release risks.

• Support technical design reviews and contribute practical platform and operational insights.

Agile Delivery and Teamwork

• Work as part of an Agile delivery team supporting backlog refinement, sprint planning, daily stand-ups, reviews and retrospectives.

• Estimate DevOps, release and platform engineering activities.

• Coordinate dependencies between development, testing, infrastructure and support teams.

• Provide regular updates on release readiness, environment status, risks and blockers.

• Work closely with ServiceNow developers, technical leads, architects and product teams.

• Guide less experienced engineers on environment management, release controls and ServiceNow operational practices.

• Drive & input to team standards, reusable deployment patterns and continuous improvement initiatives.

Governance, Risk and Controls

• Ensure platform changes follow LSEG change, release and security controls.

• Maintain appropriate audit trails for configuration changes, testing and deployments.

• Support access reviews, segregation-of-duties controls and privileged access management.

• Ensure production changes are appropriately approved, tested and documented.

• Support internal audit, assurance and regulatory evidence requests for IRM.

• Identify and lead technical debt, unsupported customisation and operational risks.

• Ensure sensitive AFC and risk data is handled in accordance with security, privacy and retention requirements.

Required Experience and Capabilities

• Typically 5-9 years of experience in software engineering, platform engineering, DevOps or ServiceNow delivery.

• Strong hands-on experience supporting or developing solutions on the ServiceNow platform.

• Practical experience with ServiceNow Integrated Risk Management or Go