Multiple x ServiceNow Administrator Positions
Must have Baseline Security Clearance
Location: ACT, NSW and QLD
Hybrid - Working from Office and Home
12 month plus 2 x 12 month extension option
The Senior ServiceNow administrator provides expert technical ServiceNow administration support for the Agency’s ServiceNow platform.
The ServiceNow Team, ensures the effective implementation, management, and continuous improvement of the ServiceNow platform to support the Agency’s service management objectives.
The role is empowered as a leader within the ServiceNow team; and will be focused on continual delivery, collaboration and support to ensure a safe, secure, compliant platform, along with enhancing user experience across its broad customer base.
This role will develop, implement, and maintain enterprise-scale ServiceNow solutions across various modules. Leveraging various principles, this role will ensure smooth deployments, manage processes, and collaborate with stakeholders to deliver seamless, impactful solutions.
* Provide leadership in the administration and maintenance of the ServiceNow platform, ensuring technical support including triage, analysis, service restoration, request fulfilment, defect fixing and minor enhancements of the ServiceNow platform driving optimal health, compliance, and performance.
* Implementing platform upgrades, releases, patches & hot fixes across ServiceNow environments according to the implemented SDLC best practice framework ensuring environments are controlled and auditable throughout the development and testing cycles.
* Build and support design, integration, and automation of ServiceNow platform features and capabilities. Configure and test new features, components, and integrations, driving measurable improvements.
* Provide training and support, while addressing technical issues proactively across administration and maintenance.
* Coordinate and undertake detailed or sensitive projects that impact on the strategic, political or operational outcomes of the agency.
Key duties and responsibilities
Key responsibilities:
* Demonstrated high level experience in ServiceNow development, ServiceNow certified System Administrator. ServiceNow experience should include analysis, design, development, testing, implementation, documentation and support across ITSM, ITOM, HR products, SPM, and platform security and a thorough understanding of the SDLC
* Develop and maintain internal documentation, policies, and procedures, inclusive of knowledge articles required for the support and maintenance of new, enhanced and changed application software.
* Excellent problem analysis, root cause diagnosis, and solving skills, with the ability to analyse production incidents and lead and work effectively as part of a team of experts to resolve multi-functional problems
* Proven ability to engage effectively with diverse stakeholders and ITSM process owners, providing expert process advice, guidance, and facilitation with regard to ServiceNow best practice development, platform, methodology and solution architecture while remaining focused on business needs
* High level of working knowledge and/or training in IT customer service delivery (ITSM/ITIL), experience in Agile project management and Quality Assurance practices
* Expertise in optimizing Service Catalogue forms, ensuring automation, and utilizing analytics tools like Performance, Platform, and User Experience Analytics.
* Familiarity with ITIL processes and guidelines, with experience in business analysis, project management, training, and support for ServiceNow implementation.
* SDLC project delivery.
* Assessing business requirements and developing technical solutions.
* Support ServiceNow developers resource management and allocation to project work.
* Liaise with executives, business stakeholders and lead governance as required.
* Any other responsibilities as directed by the Buyer.
Familiarity with ITIL processes and guidelines, with experience in business analysis, project management, training, and support for ServiceNow implementation.
Technical skills
ITIL v4
ServiceNow certification