Digital Apprentice (ServiceNow Administrator)

Job summary

Join us as a Digital Apprentice and become a key part of our digital ServiceNow team, helping colleagues across IT and the wider business work smoothly together.

You’ll be the friendly first point of contact for support - answering everyday questions, helping people get the most out of our tools, and contributing to quick, effective issue resolution.

This role really makes a difference to how colleagues communicate and work together by championing the benefits of ServiceNow, sharing updates, and working with colleagues in person and online.

You will be studying for a Level 4 Software Developer Apprenticeship with, Apprenticeship Learning Solutions (Home - ALS Training) and receiving great technical training too. As a Companies House apprentice, you will gain a wide range of on-the-job experience whilst undertaking a two-year programme of formal training and coaching.

With dedicated time each week to study and work towards your qualification, you'll spend 4 days gaining on-the-job experience, and 1-day dedicated to completing your studies.

Want to find out more, and give yourself the best opportunity to apply?
Join our Outreach team for a virtual ‘find out more’ session, so you feel confident and supported through your application journey. No need to book beforehand, just click on this Teams link

Watch this video to find out more about working in Digital at Companies House

Companies House offers a flexible and welcoming culture that promotes a healthy work life balance as well as a proactive approach to wellbeing that allows us to be our best at work. We recognise that people are the key to our success so offer a fantastic benefits package including flexible working with no core hours, 30 days annual leave, 8 bank holidays and 1 privilege day as well as enrolment into the Civil Service Pension scheme with a contribution rate averaging 28%.

Find out more about what a great place Companies House is to work

Please note:

• Security Clearance is an essential requirement for this campaign. You'll need to have been in the UK for at least 3 out of the last 5 years to be eligible to apply for SC.
• Companies House cannot offer Visa sponsorship to candidates through this campaign.
• This is a 2-year fixed-term role, with the potential to become permanent if you successfully complete your probation, apprenticeship, and job performance.

Please see 'Things you need to know' and 'Where will you be working' sections for information.

Job description

As a Digital Apprentice in our ServiceNow team, you’ll play an important role in helping us keep our systems running smoothly and supporting colleagues across Companies House. You’ll learn on the job, build your technical skills, and get hands-on experience with our ServiceNow platform.

Your main responsibilities will include:

• Assisting to manage and administer team calls through first-line resolution, task management, user training, enhancement requests, and identifying and resolving defects/issues.
• Providing trend analysis to support continuous improvement and incident reduction. This includes generating reports and dashboards for managers and users to help identify high-volume or recurring errors and potential process delays.
• Engaging in testing, implementation, and training of new and existing functionality and enhancements. This will be delivered both one-to-one and in group sessions or meetings
• Contributing ideas for the development of new features and support the training associated with these enhancements.

You’ll also be involved in:

1. ServiceNow Support & Process Improvement

• Providing first line support and admin for our ServiceNow platform, looking after Incident, Task and Request calls, spotting anything that needs escalating, and keeping all calls in great shape by continuously reviewing, updating, auditing and maintaining them - making sure all follow-up actions happen.
• Working with the ServiceNow Technical Team to review and improve how effective and efficient our processes are, identifying and logging problems for prioritisation, and recommending best-practice improvements
• Helping to replace paper-driven, manual processes by providing automated ServiceNow solutions.

2. Data, Knowledge & Reporting

• Providing helpful articles, dashboards, reports and analytics, and ensuring all development work is fully audited with clear, complete testing documentation.

3. Communication & Engagement

• Handling customer interactions and supporting clear, friendly communications.
• Supporting the marketing and communication of new functionality, choosing the right formats and channels to help people understand what’s changing.
• Using our collaboration and communication tools confidently, keeping up to date with new features and building them into training and implementation plans.

4. Workshops, Events & Meetings

• Facilitating workshops, events and meetings, and recording, sharing and following up on all actions - including completing reviews.

5. Development & Delivery

• Managing end to end development of agreed form and process designs, including gathering requirements, completing testing, providing user testing environments/schedules, recording defects and agreeing go live dates with the ServiceNow Team and stakeholders – or escalating to the Team Leader where needed.

6. Learning & Team Development

• Coordinating team participation in technical training, webinars, demos and Webex sessions, inviting wider colleagues where appropriate and, when required, booking travel, accommodation and expenses.

Alongside your role, you’ll be working towards a Level 4 Software Developer qualification with one day a week dedicated to study time. It’s a great way to build your skills, gain a recognised qualification and kickstart your career in tech.

You can read more about a career in Digital and Data within the Civil Service in the Government Digital and Data Candidate Information Pack.

Person specification

We’re looking for a Digital Apprentice who can:

• Use digital tools confidently and enthusiastically
• Communicate clearly
• Be well organised
• Work well with others
• Handle data to support colleagues with attention to detail
• Solve problems effectively always focusing on making improvements
• Be confident to facilitate or contribute to sessions such as workshops, meetings or training

Eligibility Criteria

There are some important things to be aware of when applying for this apprenticeship:

• There are no age requirements for this apprenticeship – we welcome all applications.
• If you’re shortlisted for interview, we’ll ask you to confirm your name, date of birth and National Insurance number so we can share them with our apprenticeship provider. This is only to check your eligibility for apprenticeship funding.

So that we can provide you with all of the support and training you need, you’ll be required to attend our Cardiff office for a minimum of 1 day per week.

To be eligible for this apprenticeship, you need to:

• Not already hold a qualification at the same level or higher than the Level 4 apprenticeship linked to this programme. For more information on qualification levels, please visit: What qualification levels mean: England, Wales and Northern Ireland - GOV.UK
• Have achieved a GCSE grade C or higher (or equivalent) in Maths and English Language (or equivalent qualifications). We’ll ask for evidence of this before you can progress to interview.
• Live in Wales for at least three days a week at the start of the apprenticeship and throughout its duration.
• Not be in full-time education.
• Hold a British Passport or indefinite leave to remain status in the UK.
• Meet the Civil Service Nationality Requirements.
• Companies House cannot offer Visa sponsorship for this campaign.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving

Technical skills

We'll assess you against these technical skills during the selection process:

• Takes an active in digital technology and understands it's impact on users

Benefits

Alongside your salary of £26,452, Companies House contributes £7,663 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We believe that our success is driven by the well-being and satisfaction of our team members at all levels of the organisation. At Companies House we’re committed to providing a comprehensive benefits package that goes beyond the ordinary, ensuring your career journey with us is not only fulfilling, but also rewarding. We pride ourselves on offering a quality work-life balance with our employee wellbeing being central to our working practices.

Head to Our benefits - Working for us - Recruitment (companieshouse.gov.uk) to find out more about the fantastic benefits package we have at Companies House.

We celebrate diversity...

As an equal opportunity employer, we celebrate diversity, being committed to ensuring we’re representative of the citizens we serve and creating an inclusive environment. Everyone in Companies House brings something different, and so will you. To fulfil our commitment to recruiting and attracting diverse talent we welcome applications from underrepresented groups. We also welcome applications from Welsh speakers.

We are proud to be a disability confident leader. Our recruitment process is fully inclusive and we can make adjustments as needed through our process. These could include having an interview buddy, extra time at interviews/assessments and receiving interview questions in advance, to name a few.

If you require any reasonable adjustments at application stage, or if you'd like to discuss any person-centred adjustments, please contact us by emailing recruitmentCH@companieshouse.gov.uk.

Read our 'Applying under the Disability Confidence Scheme (DCS)' guide to find out how to successfully complete an application under the Disability Confidence Scheme (DCS).

Where will you be working?

You will be aligned to our Cardiff office, where you will be expected to attend on a regular basis. We are currently using a hybrid approach to the way we work which provides opportunities for you to be adaptable in the way you work so that you can achieve a healthy balance between your work and home life. The degree of choice you have will depend on your role and your day-to-day work activities. Your manager will agree regular patterns of attendance with you, however you may be required to make yourself available to attend the office more frequently when required to meet business needs. So that we can provide you with all of the support and training you need, you’ll be required to attend our Cardiff office for a minimum of 1 day per week.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

What will the process look like?

Stage 1 - Pre-sift numeracy test

You will be required to complete and pass a pre-sift test before you can submit a full application. The test is a Civil Service Numerical Test.

Applicants to note:

• You will need to complete and pass the Civil Service Numerical Test to be able to progress to the next part of the application process.
• Full instructions will be given at the start of the test. Visit this website to find out how you can prepare for the Numerical test.
• This test is administered automatically through the Civil Service Jobs website. The deadline to complete the assessment is: 3rd March 2026 at23:55. This is the same as the deadline for the full application form. Failure to complete the assessment in time, will result in you not progressing to the next stage.

Please ensure you leave yourself enough time to fill out the rest of your application after completing the test. This will require you to write a work history and prepare your application form and personal statement.

Use of Artificial Intelligence (AI) to help you complete the assessment is NOT permitted.

If you'd require any reasonable adjustments in order to complete the assessment please reach out to recruitmentch@companieshouse.gov.uk before attempting to complete the assessments.

Stage 2 - Application form

1. Tell us about your employment history: key responsibilities, projects worked on and achievements relevant to this role, responsibilities and key criteria. If you've been in education and your work history is casual or part time, please don't worry, we'd still like to hear about it.
2. Write a personal statement of 750 words where you demonstrate how you meet the skills required for this role, including lived examples from school, work, volunteering or other areas of your life.
   
   Focus on these three essential criteria:
   Communicate clearly
   Be well organised
   Use digital tools confidently and enthusiastically
   
   
3. We’re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as your name and age) from your personal statement.

Stage 3 - Interview

Companies House uses a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will use Success Profiles assessing the Behaviours and Technical Skills listed in the advert, and Strengths.

Please note:

Should a large number of applications be received, an initial sift may be conducted using the lead sift criteria. If so, we will sift on: Use digital tools confidently and enthusiastically.

If you pass the pre-sift (where we assess only the lead sift criteria), you may either move on to a full sift (where we assess the three essential criteria) or go straight to interview, depending on the number of applications we receive.

We may raise the score required at sift stage to progress to interview if we receive a high number of applications.

What does the interview process look like?

• If your application has been successful at the application sift, you will be invited to attend a virtual interview via Microsoft Teams.
• We use a blended interview technique, allowing us to find out more about you.
• You will be asked questions based on the Behaviours and Technical Skills listed in the advert, and Strengths.
• The lead criteria to distinguish between tied candidates will be the Technical Skill: Takes an active interest in digital technology and understands it's impact on users.
• A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Key Dates

• Closing date: 3 March 2026
• Sifting: 4 - 12 March 2026
• Interviews: 23 - 26 March 2026

Our recruitment process is underpinned by the principle of recruitment based on fair and open competition with decisions made on the basis of merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

Security Clearance

Successful candidates must pass a Baseline Personnel Security Standard (BPSS) check before they can be appointed.

BPSS is an entry level security check. It uses the Police National Computer (PNC) to make sure a candidate has no convictions. The check returns evidence of any current criminal record and un-spent convictions under the Rehabilitation of Offenders Act 1974.

Successful candidates must meet the security requirements for Security Check (SC) before they can be appointed.

The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet the residency requirements will result in your security clearance application being rejected.

Further information on National Security Vetting

Sponsorship

Companies House cannot offer Visa sponsorship to candidates through this campaign. Companies House holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify. Should you apply for this role and require sponsorship, your application may be rejected, and any provisional offers of employment withdrawn.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).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

Further information on nationality requirements (opens in a new window)

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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Saskia Aubrey
• Email : saubrey@companieshouse.gov.uk

Recruitment team

• Email : recruitmentch@companieshouse.gov.uk

Online test instructions

You will be required to complete and pass a pre-sift test before you can submit a full application. The test is a Civil Service Numerical Test.

Applicants to note:

You will need to complete and pass the Civil Service Numerical Test to be able to progress to the next part of the application process.
Full instructions will be given at the start of the test. Visit this website to find out how you can prepare for the Numerical test.
This test is administered automatically through the Civil Service Jobs website. The deadline to complete the assessment is: 3rd March 2026 at 23:55. This is the same as the deadline for the full application form. Failure to complete the assessment in time, will result in you not progressing to the next stage.

Further information

We welcome applications in Welsh / Rydym yn croesawi ceisiadau yn y Gymraeg. 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. In accordance with the Civil Service Commissioners’ Recruitment Principles, our recruitment and selection processes are underpinned by the requirement of appointment on the basis of merit by fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact infopoint@companieshouse.gov.uk in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission .

info@csc.gov.uk

Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ