Senior ServiceNow Administrator

About the role

The Australian Digital Health Agency requires three Senior ServiceNow Developers to provide expert technical ServiceNow administration support for the Agency's ServiceNow platform. The Senior ServiceNow Developers will develop, implement, and maintain enterprise-scale ServiceNow solutions across various modules. The roles are empowered as leaders within the ServiceNow team, focused on continual delivery, collaboration and support to ensure a safe, secure, compliant platform, along with enhancing user experience across its broad customer base.

Key responsibilities

• Providing 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.

• Building and supporting design, integration, and automation of ServiceNow platform features and capabilities. Configuring and testing new features, components, and integrations, driving measurable improvements.

• Providing training and support, while addressing technical issues proactively across administration and maintenance.

• Coordinating and undertaking detailed or sensitive projects that impact on the strategic, political or operational outcomes of the agency.

• SDLC project delivery.

• Assessing business requirements and developing technical solutions.

• Supporting ServiceNow developers resource management and allocation to project work.

• Laising with executives, business stakeholders and lead governance as required.

• Other responsibilities reasonably expected of senior software developers as directed by Agency management.

About you

• 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.

• Proven experience in Developing and maintaining 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.