Overview
* Own the end-to-end solution design for a national-scale ServiceNow CSM transform
* Shape a major Remedy → ServiceNow program with huge visibility and impact.
About Our Client
Our client is a global technology consultancy partnering with one of Australia's largest telecommunications organisations on a national modernisation program. You'll join a collaborative, multicultural team known for innovation, technical excellence, and empowering people to grow. Diversity and inclusion are core values; women and individuals from underrepresented groups are strongly encouraged to apply, and the workplace actively supports flexibility, learning, and leadership development.
Job Description
* Discovery & Ideation
o Lead the discovery of as-is processes across legacy systems.
o Conduct full upstream/downstream impact assessments across OSS/BSS, automation, APIs, dashboards, and network systems.
o Shape "To-Be" processes and solution vision in collaboration with architects and engineers.
* Solution Design & Requirements
o Translate business scenarios into capabilities, features, and epics for delivery.
o Provide technical guidance to BAs and Process Leads across operational and technical domains.
o Evaluate APIs, integrations, and architecture decisions to ensure ecosystem integrity.
o Document technical and network requirements feeding into business & technical specs.
* Governance & Delivery Support
o Maintain a clear, transparent technical backlog.
o Support SIT, UAT, and BRT by ensuring all technical test cases are identified and validated.
o Partner with development teams to refine acceptance criteria and ensure delivery quality.
o Support migration/transition planning from Remedy to ServiceNow CSM.
* Stakeholder Engagement
o Influence senior stakeholders across business and technical domains.
o Build strong relationships across architecture, engineering, BAU design, BAs and delivery teams.
o Ensure all cross-functional groups are aligned, informed and contributing to decision-making.
* Risk & Quality
o Identify and manage risks relating to ecosystem integrity, network impact and solution dependencies.
o Promote continuous improvement, quality delivery practices and agile ways of working.
The Successful Applicant
* 5+ years in ServiceNow solution design, ideally CSM-specific.
* Experience working as a Solution Lead, Service Assurance Specialist, Solution Architect, or similar in a telecom environment.
* Strong background in telecom operations (NOC/NMC), OSS/BSS, or network engineering.
* Hands-on involvement in large transformation programs, ideally Remedy → ServiceNow.
* Skilled in ecosystem impact analysis across upstream/downstream systems.
* Strong understanding of system testing (ST/SIT/UAT/BRT).
* Ability to work with BAs, architects, developers, and cross-functional business teams.
* Demonstrated experience delivering in Agile environments.
Soft Skills
* Excellent stakeholder management & communication.
* Strong organisational and analytical skills.
* Ability to "bridge the gap" between business and technical domains.
* Continuous improvement mindset, collaborative, and proactive.
What's on Offer
* Corporate benefits to support your professional growth and wellbeing.
* Opportunity to work with a small-sized yet impactful organisation in the Technology & Telecoms sector.
* Collaborative and innovative work environment in Melbourne.
If you are passionate about leading solution design and making a tangible impact in the Technology industry, this could be the role for you. Apply now to take the next step in your career!
Please note: A valid Australian working visa is required.
Sponsorship is not available for this role.
#J-18808-Ljbffr