Purpose of role

A part of delivering the Service Management and Operations vision is to lead and drive the day-to-day delivery of Information Communication and Technology (ICT) service desk and regional support services and programs. The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements.

Reporting to the Executive Manager, Service Management you will provide technical leadership in the design, delivery and optimisation of the Service Now platform. You will work closely with stakeholders and service delivery teams to ensure seamless connectivity between client demand and the delivery of services and/or solutions with a focus on value delivery. You will also review performance reports and response patterns to identify opportunities to enhance user experience and service optimisation for the business-critical software application to support organisational objectives.

Key requirements

Highly desirable requirements

• Experience and certification as a Service Now Certified Systems Administrator.
• Experience in the use of Service Now especially Incident, Employee Centre Portal (Request), Critical Incident, Change, Problem and Knowledge modules.
• Experience and/or certification in ITIL 4 Foundations.
• Sound understanding and familiarity with Knowledge-Centered Support (KCS) principles and practices.

Your key accountabilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

• Manage, design and develop high quality, business critical digital workflows, technical support and services that meet and fulfill approved software specifications and business requirements in compliance with technical policies, standards and procedures at an enterprise level.
• Provide high-level advice to senior management and external stakeholder groups on the delivery of, and technical direction, platform management and specialised technical support services for Service Now across the department.
• Provide well developed solutions with minimal technical direction and supervision, using effective project and resource management, resourcing new technology and techniques, applying innovative solutions and providing technical advice and support where required.
• Build and maintain internal technical documentation, manuals, policies, and processes at an enterprise level, ensuring effective and efficient governance arrangements are in place to manage the documenting, implementing and evaluating of Service Now implementations and improvements.
• Analyse service delivery performance to identify and implement opportunities for innovation and improvement in the Service Now Platform and enterprise workflows that create and extend business benefits, optimise cost and performance of services, and mitigate technical and business risks.
• Ensure major incidents are effectively communicated and managed, and recommend effective deployment of resources to achieve timely resolution of issues and/or provide strategies and solutions to assess, mitigate and escalate risks and issues to achieve positive outcomes.
• Liaise, engage and consult with key internal and external stakeholders in the development and sustainability of a software platform, resolving issues within tight timeframes and ensuring cost-effective outcomes are achieved within a constantly changing business environment.
• Maintain consultative relationships and networks with senior management, other government agencies, and industry, including engaging with third parties that provide technical support for the enterprise application to maximise opportunities and provide recommendations to enhance service delivery.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:

Leadership Competency Stream - Individual Contributor (leading self)
Vision

• Stimulates ideas and innovation
• Leads change in complex environments

Results

• Builds enduring relationships
• Drives accountability and outcomes

Accountability

• Fosters healthy and inclusive workplaces
• Demonstrates sound governance

Once you join us we will want you to exemplify the QFD shared values:

• Respect
• Integrity
• Courage
• Loyalty
• Trust This work is licensed under a Creative Commons Attribution 3.0 Australia License.