Fixed term- full time until 30/06/2026 About the Department The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society. About the Division Digital Design and Innovation Branch All product delivery requires alignment with the department's approved enterprise architecture to enable an innovative approach to delivery, including experience design and agile methods to meet increasing demand. The provision of ‘Discovery' methodology and capability will support the portfolio management function to prioritise. About the Role We're looking for a Senior ServiceNow Support Analyst with strong technical expertise in ServiceNow, including system configuration, custom development, and integrations. The ideal candidate will be a proven leader, capable of guiding and mentoring a team, and have excellent problem-solving skills to quickly address complex technical issues. You should be an innovative thinker with a business-focused mindset, able to translate requirements into effective solutions. Strong communication skills are essential for collaborating with stakeholders and influencing project outcomes. If you're adaptable, detail-oriented, and passionate about continuous improvement, we want you to join our team! Attributes * In-depth knowledge of the ServiceNow platform, including system configuration, custom application development, scripting, and integrations. Proficiency in web technologies such as JavaScript, HTML, CSS, and AngularJS, along with familiarity with ServiceNow APIs and data models. * Proven ability to lead and mentor a team, fostering collaboration, knowledge sharing, and professional growth. * Excellent troubleshooting skills with the ability to identify, diagnose, and resolve complex technical challenges quickly and effectively. * Strong interpersonal skills, able to explain technical concepts to non-technical stakeholders and collaborate effectively to influence decisions that align with organizational goals. * Creative and forward-thinking, with a mindset focused on continuous improvement, seeking innovative solutions to business challenges. * Ability to align technical solutions with business needs, translating them into effective solutions that support strategic objectives. * Comfortable in a dynamic, fast-paced environment, quickly adjusting to new challenges and evolving priorities. * A meticulous approach to developing high-quality code, documentation, and solutions, ensuring accuracy and consistency across all deliverables. * Ability to work well in cross-functional teams, collaborating with stakeholders, technical experts, and leadership to achieve project success. * Driven to deliver high-quality, scalable solutions and stay ahead of industry trends to continually improve technical expertise and processes. Desirable Qualifications and Experience * Expertise in ServiceNow environment management (including cloning profiles) * Proven experience in managing SDLC processes, including upgrades, patching, and release coordination * Strong troubleshooting skills and root cause analysis capabilities * Excellent communication and stakeholder engagement skills * Experience working in agile environments and collaborating within scrum teams * Ability to write and maintain technical documentation and release records How to apply To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the responsibilities and attributes from the role statement. Further Information For more details regarding this position please see attached position description for the capabilities to address in application. The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page Applicants requiring adjustments can contact the nominated contact person. Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Stephen Miles - ServiceNow Platform Manager via stephen.miles@education.vic.gov.au. Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements. Applications close 11:59pm on 20-May-2025