ServiceNow Administrator

Details: Digital Canberra is looking for an energetic person to join the Corporate Applications Section as a ServiceNow Administrator. As the successful candidate, you will play a key role in the ongoing support, configuration, and enhancement of the ServiceNow platform across multiple functional areas, including IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Customer Service Management (CSM), and HR Service Delivery (HRSD). You will be part of a collaborative team responsible for ensuring the platform's stability, performance, and alignment with business requirements. This role involves day-to-day administration, troubleshooting, and continuous improvement of ServiceNow modules, as well as participation in development, testing and deployment activities in accordance with DDTS processes. You will work closely with stakeholders to translate business needs into technical solutions, maintain platform governance, and contribute to the delivery of high-quality digital workflows that enhance user experience and operational efficiency.

Duties and Responsibilities:

• Research, design, code, test and correct moderately complex scripts from agreed requirements using agreed standards and tools.
• Troubleshooting users and modifying access by following agreed procedures.
• Prioritise, diagnose and resolve incidents according to agreed procedures.
• Provide quality customer service and expert advice for a positive user experience.
• Manage patching and upgrades to ensure the platform remains secure, up-to-date, and in compliance with organizational standards.
• Understand and work within the ACTPS Code of Conduct and ACTPS values of respect, integrity, collaboration and innovation, and model behaviour consistent with the ACTPS Respect Equity and Diversity framework.
• This position does not involve direct supervision of staff.

Selection Criteria:

• Demonstrated experience of working in a government or Enterprise environment, under agreed procedures, standards, and guidelines on enterprise level IT platforms. Knowledge of ITIL standards and procedures is desirable.
• Knowledge and/or experience of administrating, developing, and supporting IT Service Management platforms such as ServiceNow.
• Knowledge and experience in JavaScript, Glide APIs, Scripted REST APIs, and utilizing tools and APIs to query databases and manage integrations.
• Demonstrated proficiency in IT Service Management (ITSM) processes, including Incident, Change Management, and Knowledge Management, with hands-on experience configuring and managing ServiceNow components, such as Access Control Lists (ACLs), Configuration Management Database (CMDB), and Workflow automation.
• Proficiency in creating and managing dashboards, reports, and performance analytics within ServiceNow and ability to generate meaningful insights from ServiceNow data.

Eligibility/Other Requirements:

• The incumbent of this position is to hold or obtain and maintain an additional employment screening Personnel Vetting Program certificate. The Personnel Vetting Program (PVP) is currently self-administered by Chief Minister, Treasury and Economic Development Directorate (CMTEDD) and Digital Canberra (DCBR) and is inclusive of individuals with ACT Government employment eligibility.

Notes: This is a temporary position available immediately until the end of July 2026 with the possibility of extension up to 12 months

Selection may be based on application and referee reports only.

How to Apply: Refer to the Position Description for further information about this role. You may wish to speak to the listed Contact Officer if you have any queries once you have reviewed the Position Description.

Submit a copy of your curriculum vitae and a response of no more than two pages, outlining how your experience makes you the perfect candidate (addressing the 'What you require' section in the Position Description). In your pitch, be sure to outline how you believe your experiences are transferable to be effective in the advertised role. Include specific examples of your experience, including the context, actions you took, and the outcomes you achieved.

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