Description:
As a ServiceNow Specialist, you will play a key role in configuring, maintaining, and optimising our ServiceNow platform.
In this role, you will be responsible for designing workflows, configuring service catalogue items, managing email templates, and ensuring seamless integrations across ServiceNow modules.
Your expertise will contribute to enhancing our IT service management and business process automation capabilities.
Key Responsibilities
- Email Configuration: Configure email templates and email flows within ServiceNow to streamline communications.
- Workflow Automation: Design and implement workflows to improve business processes and automation. Proficiency using Workflow Studio / Flow Designer.
- Service Catalogue Management: Create and administer service catalogue items, ensuring they align with business needs including order guide knowledge.
- Variable Sets & Forms: Develop and manage variable sets to standardize service requests and improve data collection.
- SLA Management: Define and manage Service Level Agreements (SLAs) within ServiceNow to ensure compliance with business requirements.
- Discovery Configuration: Set up and optimize ServiceNow Discovery to map IT assets and dependencies effectively. In order to manage IT assets and configuration items.
- Service Portal: Configure and enhance the ServiceNow Service Portal and Employee Center for an intuitive user experience.
- Integration & Module Expertise: Leverage a broad understanding of ServiceNow modules to integrate systems and improve functionality across ITSM, ITOM, and other key areas.
- Instance upgrade management: Understand ServiceNow upgrade methods for major releases as well as application-level updates. Including testing after upgrades to ensure ongoing functionality.
- Maintain sub production instances: Manage the cloning of all available instances to ensure compatibility and stability through development.
Your background and experience
- experience as a ServiceNow Administrator/Developer/Consultant with hands-on configuration expertise
- knowledge of ServiceNow ITSM, Service Portal, Employee Center and Discovery
- experience in designing and implementing workflows and automation within ServiceNow
- familiarity with SLA definitions and service delivery frameworks
- ability to configure email scripts, email templates, notifications, and email flows in ServiceNow
- experience managing and configuring Service Catalog items and Variable Sets
- understanding of ServiceNow integrations with third-party tools and platforms
- analytical skills with the ability to troubleshoot and resolve issues
- able to communicate effectively with peers and stakeholders
- documentation for client/customers for all updates / development work.
Desirable
- ServiceNow certifications (e.g., CSA, CAD, CIS-ITSM, CIS-Discovery).
- IT Operations Management (ITOM), HR Service Delivery (HRSD), or other specialized ServiceNow modules.
- Scripting using JavaScript, Glide API, or REST API integrations.
Why Join Us?
- Both project based and BAU work, leveraging cutting-edge ServiceNow capabilities.
- Collaborative and innovative work environment.
- Career growth opportunities and ServiceNow training support.
- Competitive salary and benefits package.
About Us
Digital61 are a Cloud first systems and security integrator that is passionate about ensuring our customers are digitally equipped to provide high quality services to Australians.
Our people love working with the latest technology and are excited to collaborate with new starters that share this passion, especially when they can bring a fresh perspective to the way we build solutions for our customers.
We are committed to technical development through training, mentoring, and coaching, so regardless of previous technical experience, we strongly encourage you to apply if you have an analytical approach to problem solving and learn best by doing so.
We embody these three principles in the solutions and services which we design, deploy, and manage.
Simplicity
Digital61 meets our customers’ requirements with the simplest, standards-based solutions: simplicity is the key to system management and security.
Mobility
Digital61 assist business to unlock the inherent mobility embedded in cloud: ensuring mobility is deployed in a secure and stable manner, without disruption to existing processes.
Security
Digital61 builds security into all services and solutions: providing accredited IRAP assessors (Infosec Registered Assessors Program) and security analysis capability to all managed services.