ServiceNow ITOM

Our purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow

About the Role (your why)

Join the Datacom ITO delivery stream to lead ServiceNow ITOM and CMDB implementations that enable secure, scalable service management for major Australian customers. You'll be the senior technical authority on ITOM/CMDB projects — running technical workshops, designing solutions to industry best practice (CSDM), guiding development teams, and ensuring high‑quality handover to operations. Our offices are based in Australia and New Zealand. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best

What you'll do

At the moment, as ServiceNow ITOM / CMDB Architect you will be focused on:

• Serve as the primary technical point‑of‑contact for ITOM/CMDB projects and customer stakeholders.
• Lead onsite and virtual technical requirements workshops to capture solution needs and constraints.
• Design end‑to‑end technical solutions for ServiceNow ITOM and CMDB (Discovery, Service Mapping, Event Management, Orchestration, Cloud Management) aligned to CSDM and client objectives.
• Translate business requirements into technical stories; estimate and collaborate with functional teams.
• Oversee and mentor developers and platform engineers; own delivery quality and sprint demos.
• Perform hands‑on development where required; produce design artifacts, runbooks, and knowledge transfer deliverables.
• Advise on integration options and vendor/partner tools to meet client integration needs.
• Maintain up‑to‑date expert knowledge of the ServiceNow platform and contribute to continual improvement of delivery processes and practice maturity.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.

What you'll bring

• 5+ years working on the ServiceNow platform with demonstrable ITOM/CMDB delivery experience.
• Proven consulting experience leading ITOM/CMDB implementations in client environments.
• ServiceNow CIS certification(s) for ITOM/Discovery/Service Mapping/CMDB (or equivalent proven experience).
• Strong hands‑on experience with Discovery, Service Mapping, Event Management, Orchestration and Cloud Management.
• Deep familiarity with Common Service Data Model (CSDM) and CMDB reconciliation approaches.
• Experience with MID Server architecture, Discovery Patterns (Pattern Designer, probes & sensors) and tuning.
• Broad integration knowledge: REST, SOAP, SSO/SAML, LDAP, JDBC/ODBC, FTPS and common integration patterns.
• Solid scripting skills on the platform (JavaScript — Business Rules, Client Scripts, UI Actions, UI Pages; knowledge of Angular/JS is a plus).
• Strong stakeholder engagement and communication skills; proven ability to consult, influence and translate between technical and business audiences.
• Experience working across SDLC methodologies (Waterfall, Agile/Scrum, SAFe).
• ITIL Foundation (minimum) or equivalent awareness of ITSM processes.

Nice to have

• Degree in Computer Science, IT or related discipline (or equivalent experience).
• Additional ServiceNow accreditations (pre‑sales/product accreditations) or progression toward Architect pathway.
• Experience in regulated industries (banking, telco, government) or multi‑customer rollouts.
• Prior experience running pre‑sales or client technical advisory sessions.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.