Own the configuration, optimisation and evolution of BAI's ServiceNow platform to deliver secure, high-performing business solutions.
Let's explore the role
As a ServiceNow Specialist, you'll provide technical leadership and deep platform expertise across BAI Communications' ServiceNow environment. Working closely with technology and business stakeholders, you'll design, configure and support solutions that enable efficient, secure and scalable operations.
This role spans the full ServiceNow lifecycle — from requirements analysis and configuration through to optimisation, reporting and platform upgrades. You'll apply best‐practice development approaches, support agile delivery, and contribute directly to technology outcomes aligned to business priorities.
You'll also play an important role in maintaining platform stability and security, including participation in out‐of‐hours support during deployments or high‐severity incidents.
Key Responsibilities
* Act as the technical subject matter expert for BAI's ServiceNow platform
* Design, configure and maintain ServiceNow components including workflows, business rules, client scripts, UI policies, UI actions, ACLs and catalog items
* Administer ServiceNow instances including user access, roles, groups and portal configuration
* Design, implement and maintain integrations using REST and SOAP APIs
* Manage and optimise CMDB and Performance Analytics capabilities
* Analyse business requirements and translate them into scalable, sustainable ServiceNow solutions
* Develop and maintain reports and dashboards to support operational and performance outcomes
* Maintain and execute testing protocols for ServiceNow upgrades using Automated Test Framework (ATF)
* Contribute to agile delivery practices and promote modern, secure development standards
* Collaborate across business units and external vendors to ensure expected outcomes are delivered
* Support information security objectives and secure‐by‐design practices
* Provide out‐of‐hours support during deployments and high‐severity incidents as required
Let's hear about you
You bring deep, hands‐on experience designing, configuring and supporting enterprise‐scale ServiceNow environments, with strong capability across both platform configuration and custom development.
Your technical background includes:
ServiceNow Platform & Configuration
* Strong experience across core ServiceNow modules, including ITSM, Service Catalog, CMDB and Performance Analytics
* End‐to‐end configuration of workflows, business rules, client scripts, UI policies, UI actions and ACLs
* Confident administration of ServiceNow instances, including user/group management, role design and portal configuration
* Experience maintaining data quality and relationships within the CMDB, supporting reporting and operational insights
Development & Scripting
* Strong JavaScript capability applied within the ServiceNow framework
* Hands‐on experience with Jelly, Script Includes and client/server‐side scripting
* Working knowledge of modern JavaScript libraries and frameworks used in enterprise environments
Integration & Web Technologies
* Proven experience designing and supporting integrations using REST and SOAP APIs
* Strong understanding of JSON, XML, AJAX, HTML and CSS within application and integration contexts
* Familiarity with common integration and data exchange patterns across enterprise systems
Platform Lifecycle & Quality
* Experience across the full application lifecycle, including design, build, testing, deployment and optimisation
* Hands‐on use of Automated Test Framework (ATF) to validate ServiceNow upgrades and changes
* Strong reporting capability, including creation of dashboards and performance reports aligned to business outcomes
Ways of Working
* Experience working within agile delivery environments, contributing to iterative development and continuous improvement
* Solid understanding of modern application architecture concepts and secure‐by‐design principles
* Ability to provide technical guidance, troubleshoot complex issues and support best‐practice development
Additional Requirements
* Degree in Information Technology or a related discipline
* 7+ years experience supporting and developing ServiceNow platforms in enterprise environments
* Australian citizenship with the ability to obtain and maintain baseline security clearance
Benefits & culture
BAI values diversity and is committed to inclusive recruitment. We welcome applicants from Aboriginal and Torres Strait Islander peoples, culturally diverse communities, people with disability, and LGBTQIA+ individuals. Guided by our principles — One BAI Team, Customer First, Adapt and Learn, and Drive Sustainable Growth — we aim to create an environment where you can thrive.
* Inclusive culture supported by a DEI strategy and related programs
* Development focus with a performance framework and learning resources
* Flexible work options, parental leave, study and volunteer leave
* Recognition programs for high performance and peer appreciation
* Corporate discounts and other benefits
BAI is committed to inclusive recruitment. If you need adjustments or alternative application options, please contact recruitment(at).
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