United Kingdom onlyReports to: Technical Helpdesk Manager
Join a brand-new ServiceNow helpdesk that supports one of the largest learning solutions in UK Government. As a Technical Support Coordinator, you will manage ticket flow, coordinate communications, and support issue investigation across an integrated ecosystem including Cornerstone, SAP, MuleSoft, Salesforce, Amazon Connect and Power BI.
Job title:
Technical Support CoordinatorJob Description:
About the Programme
The LF2.0 solution integrates Cornerstone LMS, SAP (finance), Salesforce CRM, ServiceNow (helpdesk), Amazon Connect (contact centre), and EDP / Power BI reporting – supporting more than 500,000 civil servants.
Key Responsibilities
ServiceNow Ticket Handling & Workflow Coordination:
- Manage workflows across incidents, service requests and problem tickets.
- Perform triage and gather logs, screenshots and data samples.
- Ensure accurate categorisation, prioritisation, SLA tracking and escalation.
- Use automation and templates to streamline handling.
User & Stakeholder Communication:
- Act as the main point of communication for ticket updates.
- Prepare clear updates, outage notifications and service restoration comms.
Technical Support & Issue Investigation:
- Support 1st-line teams with common issues (logins, browser, navigation).
- Assist with cross-platform diagnostics across Cornerstone, SAP, MuleSoft, Salesforce and Amazon Connect.
Service Reporting & Insights:
- Maintain dashboards and contribute to Power BI MI packs.
- Support weekly and monthly client reporting.
Knowledge Management & Continuous Improvement:
- Create and update knowledge articles and FAQs.
- Identify recurring issues and propose workflow or automation improvements.
Collaboration Across the Ecosystem:
- Work with resolver groups across Cornerstone, SAP, MuleSoft, Salesforce and BI teams.
- Support environment or configuration checks for Cornerstone (training provided).
Essential Skills & Experience:
- Good experience in a technical support/helpdesk environment.
- Experience with ServiceNow or similar ITSM tools.
- Strong communication and stakeholder engagement.
- Experience triaging technical issues and managing workflows.
- Ability to work accurately in high-volume environments.
- Data analysis and pattern identification.
Desirable Experience:
- Exposure to Cornerstone LMS or enterprise learning platforms.
- Experience in integrated ecosystems (SAP, Salesforce, MuleSoft, AWS Connect, Power BI).
- Public sector or regulated service experience.
- Basic understanding of SQL, APIs or web troubleshooting.
Training & Development:
- Full Cornerstone LMS training and certification.
- Opportunities to deepen ServiceNow and automation skills.
- Development in agentic AI and automation enhancements.
Join Capita – Where Innovation Meets Opportunity
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com
What’s in it for you?
- 💰 Competitive salary
- 🌴 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
- ❤️ Paid volunteering day with a charity of your choice
- 🍼 Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
- 🚴♀️ Cycle2Work scheme, pension, life assurance, and more
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
