Platform Owner, ServiceNow

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. 

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. 

If we do our job well, we genuinely add to the prosperity of our country and its people. 

How you’ll make an impact

The Platform Owner – ServiceNow provides accountability for end-to-end platform build, change-and-run by continuously generating opportunities to enhance the platform experience. The role is responsible for ensuring end-user and Business Owner expectations are met through involving them in early feedback cycles, and maintaining alignment between Architecture, Business requirements and regulatory compliance. The Platform Owner is also responsible for continuously improving the operating model, technology mix, and vendor engagement as well as maintaining stability across ServiceNow modules. 

As a member of the Platform Leadership Team, the role is expected to engage a high performing team and is expected to adhere to AMP's prescribed delivery methodology, governance, adhere to AMP's prescribed delivery methodology, governance, and risk management frameworks, and role model AMP Behaviours. 

• Adopting a trust-but-verify approach 
• Maintaining advanced governance foundations and guardrails 
• Detecting and resolving issues before they impact end users 
• Standardising through event-driven automation 
• Securing from data-out by assuming a breached state

Strategy and Planning 

• Set the vision and roadmap for ServiceNow delivery and support evolving the current offerings and capabilities. 
• Remain abreast of new ServiceNow capabilities and identify areas of improvement. Be a champion and advocate for continuous improvement, change and processes. 
• Ensure AMP keeps pace with market best practice with respect to asset currency, cost, quality and service and continue to most efficiently meet the changing needs of the business 
• Define portfolio specific standards, frameworks, customer journeys and processes 
• Ensure compliance to platform service design and service catalogue maintenance including new services development 
• Assist in the definition and implementation of relevant technology and business strategies considering the supply and demand parameters of BAU activity and strategic programs of work. 

Delivery Management 

• Proven capability and experience to own the delivery of reliable and stable employee and client services through the identification, planning and management of outcomes and dependences across the technology lifecycle in line with broader business and technology strategies 
• As Platform Owner, demonstrate experience to prioritise and manage portfolio backlogs and change pipelines including coordinating upstream and downstream impacts changes may have on other systems 
• Demonstrate experience of assertive stakeholder engagement and management, and strong team leadership 
• Continuously improve platform capabilities to enhance end user experiences 
• Ensure all platform service management priorities are addressed in a timely manner, minimising impact to employees, business and clients. 
• Operate agile delivery governance and reporting processes to deliver changes quickly at low risk 
• Demonstrate experience in Applying Design Thinking principles such as customer empathy, creative collaboration and test & learn ensuring solution suitability and viability 
• Accountable for ensuring projects receive necessary support in the definition and adoption of change 
• Accountable for the Production Support and stability of ServiceNow 

People Leadership 

• Understand and contribute to the leadership vision, AMP business rules and standards 
• Actively encourage professional development and innovative practices within the team 
• Act as leader, mentor and coach to best develop a high performing team 

Risk and Financial Management 

• Ongoing identification of key risks associated with project delivery and technology services in the portfolio 
• Identification and implementation of mitigating controls with consideration of associated costs and benefits to allow the business to make informed risk and control management decisions 
• Monitor and review spend against budget monthly 
• Responsible for ensuring appropriate documentation of key controls and the overall control environment 
• Assist with summarising audit and risk findings applicable for regulated entitles

Partner Enablement 

• Role model a “one team” mindset across all levels both internally and externally 
• Build relationships with key stakeholders and vendors for supported services 
• Ensure regular engagement and adherence to processes and performance metrics 
• Seek to resolve challenges and empower the partner organisations 
• Support an effective communication framework with partner organisations

What you will bring to the team

Ideally, you will bring the following experiences to this role: 

• 5+ years' relevant professional and/or management experience, and industry/tertiary qualifications (or comparable "on the job" experience) 
• 5+ years leading ServiceNow Projects and support teams 
• Certifications in a broad range of ServiceNow modules/capabilities,(including ITSM, ITOM, WSD, SAM, CMDB, SECOPS, IRM, DLP)
• Prior experience as a Platform Owner is highly desired although prior experience as a Platform Support Manager, Delivery Lead or Scrum Master will also be well regarded
• Deep understanding of agile and ITIL practices and principles 
• Understanding of agile and services management practices and principles 
• Demonstrable hands-on experience in end-to-end delivery 
• Budget management experience of $3-10million

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating. 

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work. 

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work. 

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have. 

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers. 

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process. 

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website> (insert link)

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.