ServiceNow Operations Technical Lead

• Manage ServiceNow BAU across enterprise and government clients
• Mentor junior engineers and be the "go-to" senior within the team
• Career growth opportunities in Consulting, Architecture or Management
• Flexible working environment (Hybrid work) and friendly & supportive team

***********Australian Citizens or Permanent Resident only ********

About the company**

At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned IT Services Company, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 1,200 enterprise customers in Australia & NZ.

Our expertise:

• Cloud and infrastructure
• Cyber security
• Software and data integration
• ServiceNow

We've been growing extensively over the recent years, won exciting projects and are looking for more awesome tech lovers to join our family

About the role

As a ServiceNow Engineer, you'll play a hands-on role across ServiceNow operations while being the senior escalation point within the team. You won't have formal people management responsibilities, but you'll take the lead on ticket triage, task assignment, and ensuring ticket hygiene.

This is mainly an operational role with 20% of your time dedicated to project work.

You'll also act as a trusted advisor for ServiceNow associates and admins — answering questions, guiding their technical approach, and supporting best practice. Importantly, you'll work closely with customers in prioritisation meetings and day-to-day operations, so strong communication is key.

What you'll do

• Work on customer incidents, requests, and changes across ITSM and related modules.
• Triage, assign, and manage incoming incidents, requests, and changes to ensure timely resolution.
• Perform configuration, scripting, and troubleshooting across various ServiceNow modules
• Support associates, admins, and ops engineers by being the senior "go-to" person for technical queries.
• Get consistent exposure to project work and customer enhancements.

What you'll bring

• 4+ years' experience as a ServiceNow Engineer or Developer
• Strong hands-on skills in ITSM (mandatory) — with ITOM highly desirable, and any other modules a bonus
• Solid JavaScript, HTML, CSS development skills
• Experience handling incidents, changes, requests, and troubleshooting across ServiceNow
• Familiarity with triaging, ticket assignment, and driving operational hygiene
• Ability to mentor junior team members and support knowledge sharing
• Excellent communication and customer services skills
• Willingness to learn and grow
• Relevant Industry certifications such as ITIL, ServiceNow CSA, ServiceNow CIS, etc.

Benefits

• $125,000 – $135,000 + Superannuation + Bonus + Allowances
• Perks like discounted lifestyle benefits, salary packaging, and half-day Fridays once a month
• Flexible hybrid work and genuine work/life balance
• Join one of Australia's Best Places to Work with a tight-knit, supportive team
• Work with proactive and open-minded leadership that genuinely care and collaborate to create effective outcomes
• Work for an organisation that prioritises company culture and employee satisfaction
• Strong investment in training and upskilling - certifications paid for
• Facilities for socialising and relaxing
• Lots of company social events
• Location: SYDNEY or MELBOURNE or BRISBANE (convenient CBD locations)

CulturePeople here have real relationships that go beyond work, and maintaining our awesome culture is a top priority at AC3. We believe it's important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it real and live by the AC3 way. The 3 simple elements of the AC3 Way are:

• Work Wise– As one AC3, we put our combined skills to work to ensure we do more good, for much less. All in service of our customers and each other.
• Work Humble– As a team, we bring our authentic selves to the world of tech. It's our down-to-earth, humble nature that makes us unique and easy to work with.
• Work Honest– We're here to do an honest day's work, individually and as a team. We're constantly looking for opportunities to take the initiative and implement practical solutions.

We'd love for you to experience the AC3 way for yourself