Manager ServiceNow PlatformDCS Clerk Grade 11/12 starting from $145,378 - $168,130 + SuperTemporary role available until 29 June 2026Office location will be Sydney/ParramattaAttendance will be 3 days per week with potential for more, in line with Secretary’s Circular.The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy.About the RoleLead the ServiceNow Platform team to facilitate the delivery of products and services using agile methodologies. You will be an expert with the broad ServiceNow platform and process knowledge across a wide portfolio of services and products.Accountabilities will include:Lead a highly professional team of ServiceNow Architect, Analysts and Developers.Responsible for low code design, development and maintenance of this platform and related integrations.Manage financials, Service Now relationship and an external provider through strong governance, prioritisation, cost avoidance and cost recovery mechanisms.Developing strong stakeholder relationships and utilise / propagate the governance structure to work with them and realise their requirements. Utilise self-expertise and available skills to organise necessary workshops and stay current with enhancements and opportunities through this tool.Lead and oversee all aspects of project development, implementation, and closure across a portfolio of complex projects, including preparing business cases and project plans, establishing appropriate governance, identifying, allocating and managing resources, and meeting reporting requirements, to ensure project outcomes are achieved on time, on budget, to quality standards and in line best practice project management methodology.Manage resources and issue resolution as per agreed Service Level Agreements to ensure that the systems integration function works effectively and corrective actions and standard operating procedures to solve operational issues are applied.Manage stakeholder relationships through effective communication, negotiation, and issues management to ensure stakeholders are engaged throughout the project and project deliverables are met.Key ChallengesProviding concise advice and determinations in a dynamic and complex working environment of competing priorities and short time frames across organisational, technical and political boundaries, understanding the context.Achieving multiple project objectives, given limited resources and tight deadlines, and the need to identify project interdependencies and balance competing demands and priorities and facilitating the development of innovative solutions.Communicating with and aligning multiple and complex government agencies who have conflicting requirements.Manage the Inhouse ServiceNow Platform team / Managed ServiceNow Service Provider(s) / ServiceNow Service Partner(s).To be successful in this role you will have:ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist Certification.Knowledge or development experience with advanced capabilities within ServiceNow including experience with ITIL fundamentals. For example, Service Catalogue modules, developing integration with internal/external systems, implementing security (including Access Control), and enhancing the user interface on a regular basis to provide an intuitive look and feel for maximum usage.Knowledge/expertise in one or more of the following frameworks - ITSM, ITOM, HRSD or IRM.Experience with CMDBs, Web Services Integration, System/Process Automation (Orchestration). Preference to knowledge with Oracle and Java skills.Understanding the System Development Life Cycle (SDLC) processes including client requirements, analysis and system design, DevOps, governance/Service Management/IT Operations, working within remote and disbursed teams.Closing Date: Wednesday, 9 April 2025 at 9.59am AESTCareers at Department of Customer ServiceA career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.Belong in our diverse and inclusive workplaceThe strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
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