Job Responsibilities:
Platform Design & Development
- Configure, develop, and customize core ServiceNow modules such as ITSM, CSM, FSM, and EAM to meet evolving business needs.
- Create and manage advanced workflows, forms, business rules, and UI policies.
- Drive platform enhancements, version upgrades, and solution design while adhering to best practices
Integration & Automation
- Architect and implement integrations with third-party systems (SailPoint, Jira, SCCM, Azure, GCP) using REST/SOAP APIs, Service Graph Connectors, and other relevant technologies.
- Automate service provisioning and deprovisioning using Flow Designer, orchestrations, and custom scripts
IAM & RBAC Implementation
- Establish and manage Identity and Access Management (IAM) within ServiceNow, ensuring secure and efficient user provisioning.
- Develop Role-Based Access Control (RBAC) policies and workflows, including role assignments, approvals, and auditing.
- Collaborate with security and compliance teams to maintain governance and adherence to privacy regulations (e.g., Australian Privacy Act).
Platform Administration & Support
- Monitor system health, troubleshoot incidents, and recommend solutions to ensure platform stability.
- Conduct root cause analysis for complex issues, coordinating with internal teams to implement preventative measures.
- Maintain high-quality technical documentation, including development guidelines, design documents, and platform policies.
Collaboration & Leadership
- Partner with business analysts, project managers, and key stakeholders to gather requirements and propose optimal technical solutions.
- Participate in Agile ceremonies (daily stand-ups, sprint planning, reviews) to maintain transparency and meet project milestones.
- Mentor junior developers, enforce coding standards, and champion best practices in ServiceNow development
Agile Delivery & Collaboration
- Work within an Agile delivery framework, participating in daily stand-ups, sprint planning, and retrospectives.
- Collaborate with scrum masters, product owners, and cross-functional teams to refine user stories, estimate tasks, and ensure timely feature delivery.
- Contribute to continuous improvement of processes, tools, and methodologies to enhance efficiency and quality
Knowledge and Experience
Extensive ServiceNow Platform Proficiency
- Hands-on Experience: Minimum of 5+ years working with core ServiceNow modules such as ITSM, CSM, FSM, EAM, ITOM, HRSD, and ITBM\u2014including installing, configuring, and customising workflows.
- Discovery & CMDB: Practical knowledge implementing and managing Discovery for accurate CI detection, along with maintaining robust CMDB structures and developing CSDM v4 framework.
- Custom Applications & Portals: Proven track record of creating tailor-made ServiceNow applications and designing engaging, user-friendly portals to enhance service delivery.
Advanced Integration Experience
- RESTful and SOAP APIs: Demonstrable success integrating ServiceNow with third-party systems (e.g., SailPoint, Jira, Azure, GCP, SCCM) using API calls, Service Graph Connectors, or custom connectors.
- Automation & Orchestration: Familiarity with Orchestration, Flow Designer, and scripting to automate end-to-end processes\u2014particularly for provisioning/deprovisioning services and handling security workflows.
IAM & RBAC Expertise
- Identity Management: In-depth understanding of Identity and Access Management (IAM) best practices and frameworks, coupled with the ability to implement secure provisioning workflows.
- Role-Based Access Control (RBAC): Well-versed in designing and administering RBAC policies, including role assignment, user permissions, and compliance auditing, ensuring alignment with enterprise security standards.
Field Service Management (FSM) & Enterprise Asset Management (EAM) - highly desirable
- FSM Configuration: Experience configuring FSM for scheduling, dispatching, and coordinating technicians to enhance field operations and customer satisfaction.
- EAM Lifecycle Management: Ability to manage the entire lifecycle of enterprise assets, including asset registration, maintenance scheduling, and decommissioning -leading to optimised asset utilisation and cost savings.
Agile Methodologies & Delivery
- Practical familiarity with Agile methods (Scrum or Kanban) in planning and executing development sprints, including backlog grooming, sprint reviews, and retrospectives.
- History of working effectively with cross-functional, geographically dispersed teams, ensuring transparent communication and rapid iteration of solutions in a fast-paced environment.
Platform Governance & Lifecycle Management
- Release & Upgrade Planning: Experience in preparing for and executing ServiceNow upgrades (e.g., from Xanada releases), including sandbox testing, deployment automation, and user training.
- Performance Monitoring: Skilled in monitoring platform health (e.g., queries, scripts, instance performance) and implementing remediation measures for optimal reliability and scalability.
Stakeholder Engagement & Communication
- Requirement Analysis: Proven ability to translate complex business processes into technical requirements, gathering input from both technical and non-technical stakeholders.
- Cross-functional Collaboration: Track record of working with product owners, project managers, business analysts, and architects to create cohesive end-to-end solutions aligned with organisational goals.
Industry Certifications & Continuous Learning
- Certifications: Holding (or actively pursuing) industry-recognized credentials such as ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Implementation Specialist certifications (e.g., CSM, FSM, EAM).
- Continuous Improvement: Commitment to staying current with emerging ServiceNow capabilities, industry best practices, and evolving regulatory demands.
Skills and Competencies
Technical Skills
- Programming: Strong skills in JavaScript, HTML, CSS, and AngularJS within the ServiceNow environment.
- Scripting: Glide Scripting, Flow Designer, Script Includes, and Business Rules.
- Databases: Understanding of MySQL or similar relational databases for performance optimization and reporting.
ServiceNow Certifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD).
- ServiceNow Implementation Specialist certifications, especially CSM, FSM, or EAM, are highly advantageous.
Soft Skills
- Analytical & Problem-Solving: Ability to translate complex requirements into effective technical solutions.
- Communication: Excellent verbal and written communication to engage both technical and non-technical stakeholders.
- Team Collaboration: Commitment to knowledge sharing, mentoring, and fostering an inclusive, high-performing culture.
- Adaptability: Eagerness to learn new technologies and adapt to dynamic project demands.
Education Requirements
- Bachelor's Degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Additional coursework or certifications specific to ServiceNow, cloud computing, or security frameworks (e.g., CISSP) is beneficial..
