Connecting Talent to opportunity

Connecting Talent to opportunity

Platform Support Manager


Job Description:



HMRC is the UK’s tax, payments and customs authority, and we have a vital purpose: we collect the money that pays for the UK’s public services and help families and individuals with targeted financial support.

Revenue & Customs Digital Technology Services (RCDTS) work alongside HM Revenue & Customs (HMRC) and are embarking on an ambitious and challenging digital transformation programme which will result in HMRC becoming one of the most digitally advanced tax authorities in the world.

RCDTS was set up in 2015 as a subsidiary of HMRC’s Chief Digital & Information Officer Group and has one of the largest customer bases in the world.

Our role sits within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

We’re removing our dependence on data centres, as we increasingly virtualise our estate. We’re fundamentally restructuring the way we look after our IT and the way we work with partners across our ecosystem. But it’s not just about the tech. We’re building a deep understanding of our customers, working in agile ways, and implementing a DevOps approach.

We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone handle their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.





The Team

Our role sits within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

Our Service Management & Operations (SM&O) forms part of CDIO’s Enterprise Platform Services (EPS) team. SM&O are accountable for the end to end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience. Service Management & Operations work closely with the other platform groups and their partners to bring those IT Systems and Services together.

The Opportunity

The role is within our Platform Support Team which delivers enterprise tooling and associated infrastructure on behalf of SM&O. Having played a key role in delivering ServiceNow within HMRC, the team will continue to support and develop the platform to meet new and existing requirements alongside the Snow software asset management tool, in-house developed solutions and SM&O’s future tooling requirements.

This operational role is responsible for coordinating strategic tooling within SM&O. Working closely with colleagues and customers to guide and create solutions and support day-to-day activities, you'll play a key part in turning technical requirements into solutions within the ServiceNow platform.

Working as part of the Platform Support team, you'll be providing technical guidance and leadership for analysts and other team members - exhibiting role model behavior. You'll have a comprehensive understanding of how data is used within ServiceNow and will apply knowledge in guiding Platform Support Analysts.

  • The ideal candidate will have line management responsibility, supporting and mentoring direct reports, holding regular 1:1s, proactively resolving conflict and challenges and actively contribute to the performance and development process.
  • You'll be a specialist in administration and support of the ServiceNow platform and the ability to build an understanding of other Platform Support team tools.
  • Working together with the Platform Support architect, business analysts and other teams to design solutions from customer requirements then administer and develop solutions in the ServiceNow Performance & Analytics module and design and produce reports and data extracts.
  • Progress incidents and problems assigned to the Platform Support team, applying a deep understanding of tooling and processes to resolve sophisticated issues.
  • Resolve complex and high priority incidents with Platform Support team supported tooling, working with senior colleagues, other HMRC delivery teams and third parties.
  • Design and implement changes and service requests for Platform Support team owned tools and services whilst finding opportunities for improvements and exploitation of tooling, considering cost/benefit and strategic roadmap.
  • Determine solutions to problems and new requirements, ensuring effort and costs are accurately forecast while working across diverse teams.
  • Manage requirements with HMRC delivery teams, third party suppliers and vendors.
  • Lead team demand which will include but not limited to mailboxes and ITSM queues to ensure workload is handled in a timely manner.
  • Build, test and maintain workflows, service level agreements, catalogue items and associated configuration.
  • Build and maintain import sets and transformation maps whilst protecting data integrity and processes are not adversely impacted.
  • Maintain team quality documents and policies, validating documentation produced by colleagues and/or third parties.



Essential criteria

Proven knowledge and demonstrable experience of:

  • Management experience including people, development and performance management and working to tight timescales while delegating affectively.
  • A good understanding of ITIL best practice.
  • A broad technical background with experience of administration, supporting a variety of tooling including supporting a live service. And to be able to use this background to support a team of analysts.
  • Specific technical knowledge including ServiceNow database knowledge, scripting languages (such as JavaScript and LUA) and SQL queries.
  • Experience with guiding a team through projects, changes and/or development of a tool whilst remaining confident, leading by example as a positive role model.


  • Articulating technical concepts to non-technical or less-developed colleagues.
  • Producing designs from requirements.
  • ITIL certified.
  • ServiceNow general knowledge and administration.
  • Understanding of CMDB and CM processes
  • Understanding of ITSM, ITAM and ITOM.
  • Development of workflows, SLAs and associated configuration in ServiceNow.




  • Job Type

    Permanent, Full Time

  • Work Authorisation


  • Industry Sector IT & Internet