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Australian Gas Infrastructure Group (AGIG) owns, operates and invests in infrastructure which delivers gas to more than two million homes and businesses, and is one of the largest gas infrastructure businesses in Australia. AGIG manages distribution networks, transmission pipelines and storage capacity. AGIG recently grew to over 1300 employees. We also manage a large contractor workforce, who provide both specialist and operating and maintenance services on AGIG's gas distribution networks.
Our business is actively participating in the energy transition by delivering the natural gas needed today and advancing solutions for the future. Our Net Zero goal and emissions reduction targets outline our ongoing commitment to a sustainable energy future. We know that to deliver our net zero goal in a timely, affordable and reliable way for all customers, a diverse range of energy supply is needed. We will continue to work with customers and stakeholders to deliver and develop the energy infrastructure solutions essential to lowering emissions – including through natural gas, renewable gas and carbon capture and sequestration solutions.
About the Opportunity
We are looking for a collaborative and experienced ITCX ServiceNow Lead to help shape and enhance our ServiceNow platform and overall IT customer experience. This role is responsible for ensuring the platform is well-managed, high-performing, and aligned to business and customer needs.
Reporting to the IT Customer Experience Manager, you will partner closely with business stakeholders, IT teams, and service providers to deliver reliable, user-friendly, and scalable ServiceNow solutions.
This role is also flexible in its location and can be based in Adelaide, Brisbane, Melbourne or Perth.
Key Responsibilities
* Lead the support, maintenance, and continuous optimisation of the ServiceNow platform
* Prioritise and deliver BAU activities and project initiatives within the ServiceNow stream
* Incident Resolution: Provide expert-level support to resolve issues related to business systems, ensuring timely and effective solutions.
* Design, configure, and enhance ServiceNow applications, including new functionality and improvements
* Translate business and customer needs into practical and scalable technical solutions
* Monitor trends in incidents and requests to identify opportunities for service improvement
* Scope and deliver continuous improvement initiatives to enhance platform performance and user experience
* Perform platform upgrades, updates, and patching to maintain stability and performance
* Own and drive the ServiceNow roadmap, contributing to broader IT strategy
* Lead delivery of ServiceNow-related projects to ensure successful outcomes and positive user experiences
* Collaborate across business and IT teams to deliver seamless, end-to-end solutions
* Support project delivery and smooth transition into ongoing support (BAU)
* Contribute to policies, procedures, standards, and knowledge documentation
* Participate in IT change and incident processes, including occasional after-hours support where required
* Manage licensing, provisioning, and optimisation of ServiceNow subscriptions
About You
* Experience working with internal teams, service providers, and vendors to deliver outcomes
* Demonstrated experience supporting medium to large-scale ServiceNow environments
* Experience configuring and supporting ServiceNow for core ITIL processes
* Understanding of ITIL and Agile delivery practices
* Experience with additional ServiceNow modules (e.g. Discovery, IntegrationHub, CSM, FSM) is highly regarded
* Ability to identify opportunities for improvement and support their delivery
* Strong communication and stakeholder engagement skills
* Working knowledge of end-user computing (EUC) technologies
* ServiceNow certifications such as CSA, CIS-ITSM, ITOM, or FSM
* Tertiary qualification in Business, IT, or a related discipline (or equivalent experience)
* ITIL certification (or working towards)
What We Offer
* We are proud to be recognised as an inclusive employer by Diversity Council Australia, and our commitment to diversity and inclusion has earned us recognition in 2025-2026. Join us to be part of a team that values and celebrates differences, ensuring that everyone's voice is heard and respected.
* AGIG is proudly recognised by WORK180 as a committed and supportive employer of choice for women, reflecting our dedication to creating a diverse, inclusive, and equitable workplace.
* Dive into a culture that supports the community through the Community Partnerships Program: with 2 paid volunteer leave days across the year, join a team that has dedicated over 1,900 volunteer hours, and collectively raised more than $100,000 through donations, fundraising and our dollar matching program.
* A range of flexible working arrangements and leave options, including three additional leave days and optional purchase of two weeks of additional leave each year.
* 20 weeks paid parental leave for primary carer.
* Professional Development opportunities to support your career growth.
* Wellbeing and Inclusion program including Employee Assistance Program, annual flu vaccinations and access to free annual health checks.
* Join in on social activities through our AGIG Social Club.
* Range of rewards and recognition activities across the company.
* Salary Continuance Insurance.
AGIG is committed to a workplace that promotes and recognises the diversity of its employees and the broader community that we serve by applying the principles of equity, fairness and transparency. A diverse and inclusive workplace is consistent with achieving AGIG's values of Trust, Accountable, Care and One Team.
Interested in this opportunity but are unsure of meeting all the requirements? If this role excites you, we strongly encourage you to apply - your unique skills and experience could be exactly what we need!
We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island peoples, people from culturally diverse backgrounds and people with disabilities.
As part of the recruitment process, candidates will be required to undertake background checks which include reference checks, police check and a pre-employment medical.
Applications Close: 4.00pm, 2nd April 2026
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