APS6 Enterprise & ServiceNow Systems Support Specialist, Various Locations
Location: Adelaide, Canberra, Melbourne, Sydney
Position Type: Ongoing
Salary: $90,199-$101,745
About the roleThe ACIC utilises the ServiceNow platform which supports a wide range of business areas in the agency. These include ICT Service Management / Operations, ICT Asset Management, Customer Service Management, HR Service Delivery, Project and Portfolio Management, Internal Service Portal and automated workflows among several more platform applications, including custom built solutions. Alongside the ServiceNow platform, the ACIC also uses several other enterprise platforms, including but not limited to Jira, Confluence, Crowd, Intelledox and Content Manager.The Enterprise and ServiceNow Systems Support Specialist will join the ICT Service Delivery section within the Chief Information Officer branch. This section contains several teams, two of which you will operate within; the ServiceNow support team and the Enterprise Systems Support team. You will operate as the scrum master, facilitating daily/weekly stand-ups for the ServiceNow team, along with performing general ServiceNow and other Enterprise platform administrative, operational and minor development work.You may also manage development projects that will steadily grow in scale with your abilities, allowing you to build workplace automation and solutions for ACIC business teams that will directly benefit from the value you deliver to them. Formal ServiceNow certification training may also be provided.Key responsibilities:
Run daily/weekly/on-demand stand-up scrum meetings, ensuring efficient sprint planning preventing development team over-commitment and scope creep. Aid in effort estimation and story/sub-task creation.
Monitor team work queues, triage and assign work in accordance with team lead's direction and team members experience / workload.
Action, respond, assign or escalate ServiceNow platform enquiries, requests, incidents or defects that arise, in accordance with the appropriate process.
Manage platform upgrade schedule to ensure major version upgrades and all hotfix and other security patching is well planned and executed, with the ServiceNow, Enterprise Support teams and any external vendors / suppliers.
Under direction and in consultation with the development team, develop, configure, and customise solutions in the ServiceNow platform to best fit business requirements.
Collaborate with cross-functional teams to identify and prioritize business requirements.
Producing and running test cases to guarantee software quality.
Staying abreast of emerging trends and technologies in ServiceNow development ensures your success.
Conduct knowledge transfer on administration and development within the Service Now platform within the team.
Seek opportunities to identify improvements for the operations of the ServiceNow team, particularly in the area of new or improved automation.
Assist with User Acceptance Testing (UAT) activities.
Create and publish self-help training material in relation to ServiceNow or other Enterprise platforms; conduct virtual or in-person training sessions if required.
Our ideal candidateTo be successful in this role, you will demonstrate the following experience, skills and attributes:
Has experience working in and/or understanding a complex ICT environment and the stakeholders that depend upon ICT services.
A strong ability to grasp an overall understanding of the connections and dependencies between different technology stacks and their relationships with the IT service layer.
Experience with software development methodologies such as Agile or Waterfall.
Demonstrated ability to drive service delivery performance across multiple teams within an organisation.
Strong planning and task organisation skills.
Experience in implementing and/or managing IT Service Management processes within an organisation.
Displays strong leadership skills, and is self-motivated to achieve business outcomes.
Possess strong communication and interpersonal skills both verbally and in writing.
Eligibility
Citizenship – To be eligible for employment with the ACIC, applicants must be an Australian citizen.
Security Clearance - The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain a minimum Negative Vetting 1 security clearance.
Pre-Employment Screening – All candidates must satisfy an Organisational Suitability Assessment (OSA) prior to being offered employment at the ACIC.
The ACIC is committed to diversity and inclusion. We celebrate and champion diversity to ensure we reflect the community we serve, and pride ourselves on our vibrant culture. We welcome applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, neurodiverse, mature aged employees and carers.
More information about our conditions is available in the ACIC Enterprise Agreement 2024-2027 on our website.
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