Description:
ServiceNow Subject Matter Experts - Canberra
Cleared Recruitment is proud to partner with a key government agency dedicated to safeguarding Australia through intelligence and data-driven solutions. We are seeking experienced professionals to join a dynamic team in Canberra, contributing to critical national security and law enforcement initiatives.
About the Role
As a ServiceNow Subject Matter Expert, you will play a crucial role in configuring, optimising, and enhancing the ServiceNow platform to improve business processes and service delivery. You will work closely with stakeholders to streamline workflows, enhance automation, and maintain system integrity.
Key Responsibilities:
- Email Configuration: Develop and manage email templates, notifications, and email flows within ServiceNow.
- ServiceNow Strategic Portfolio Management (SPM) In-depth knowledge and experience in using the ServiceNow Strategic Portfolio Management (SPM) module, capable of providing expert guidance on its features, configuration, best practices, and implementation strategies within an organization, helping to optimize portfolio management processes and align business goals with IT investments
- Workflow Automation: Design and implement workflows using Workflow Studio and Flow Designer to optimise business processes.
- Service Catalogue Management: Create and maintain service catalogue items, including order guides, to align with business needs.
- Variable Sets & Forms: Standardise service requests by developing and managing variable sets to enhance data collection.
- SLA Management: Define and manage Service Level Agreements (SLAs) to ensure compliance with business requirements.
- Discovery Configuration: Configure and optimise ServiceNow Discovery to accurately map IT assets and dependencies.
- Service Portal Enhancement: Customise and refine the ServiceNow Service Portal and Employee Centre to enhance user experience.
- Integration & Module Expertise: Leverage expertise across ITSM, ITOM, and other ServiceNow modules to improve system functionality.
- Instance Upgrade Management: Oversee ServiceNow upgrades, including application-level updates and post-upgrade testing.
- Sub-Production Instance Management: Manage cloning and development environments to ensure compatibility and stability.
Our Ideal Candidate Has:
- Proven experience as a ServiceNow Administrator, Developer, or Consultant with hands-on configuration expertise.
- Strong understanding of ServiceNow ITSM, Service Portal, Employee Centre, and Discovery.
- Experience designing and implementing workflows and automation within ServiceNow.
- Knowledge of SLA management and service delivery frameworks.
- Proficiency in configuring email scripts, templates, notifications, and email flows in ServiceNow.
- Hands-on experience managing and configuring Service Catalogue items and Variable Sets.
- Familiarity with ServiceNow integrations with third-party tools and platforms.
- Strong problem-solving skills and the ability to troubleshoot system issues effectively.
- Excellent communication skills, with the ability to engage with stakeholders at all levels.
- Experience documenting system updates and development work for clients and customers.
Desirable:
- ServiceNow certifications such as CSA, CAD, CIS-ITSM, or CIS-Discovery.
- Experience with IT Operations Management (ITOM), HR Service Delivery (HRSD), or other specialised ServiceNow modules.
- Scripting expertise using JavaScript, Glide API, or REST API integrations.
Security Requirements:
Due to the nature of this role, you must be an Australian citizen and eligible for a government security clearance.
If you are interested in this opportunity, contact Daniel on:
0424 906 007
At Cleared Recruitment, we connect skilled professionals with impactful roles in Defence, Intelligence, and National Security.
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