As a ServiceNow Administrator/Developer, you will support the design, development, and ongoing operation of the Service Delivery Office's (SDO's) ServiceNow Protected Platform.
You will deliver secure, high quality solutions, drive continuous platform improvement, and ensure ServiceNow capabilities align with evolving business needs.
The key duties of the position include:
The ideal candidate will:
Key Duties:
• Support the SDO's ServiceNow administration/development activities, applying best-practice
approaches and ensuring seamless integration with other SDO systems and processes.
• Provide expert guidance on ServiceNow capabilities to ensure alignment with SDO business objectives,
service delivery requirements, and platform strategy.
• Configure and enhance catalogue items, record producers, portals, and workflows using Flow
Designer/Workflow to streamline processes, reduce manual effort, and shorten cycle times.
• Identify, assess, and translate improvement opportunities from internal and external clients into
secure, scalable, and supportable platform solutions.
• Develop and maintain integrations with external and internal systems using REST/SOAP APIs,
IntegrationHub, and other ServiceNow technologies, ensuring reliable data exchange and system
interoperability.
• Plan and execute family releases, patches, and instance clones (including impact analysis, test
planning, defect tracking, and documentation) to minimise business disruption and maintain accurate
release notes.
• Apply and uphold platform governance, including design standards, naming conventions, and data
models, supporting compliance, control frameworks, and audit readiness.
• Maintain comprehensive platform documentation, architectural standards, and operational
procedures to support platform integrity and knowledge continuity.




• Contribute to planning activities (backlog refinement, sprint preparation, delivery cadence) and
actively participate in retrospectives, championing continuous improvement and reduction of
technical debt.
Key Capabilities:
• Demonstrated experience in ServiceNow configuration, development, and administration.
• Strong knowledge of ServiceNow platform functionality, modules, and best-practice implementation
patterns.
• Proven analytical, troubleshooting, and problem-solving skills, with the ability to resolve complex
technical issues.
• Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders
and adapt communication style to context.
• Exceptional organisational and time-management skills, with the ability to meet tight deadlines while
maintaining quality in a fast-paced, multi-client shared-services environment.
• Ability to manage multiple tasks, collaborate effectively within a team, and respond to evolving client
and project needs.
• Commitment to knowledge sharing, contributing to capability uplift across the team.
Eligibility
A mandatory qualification is an essential component for the role.
i.e. CPA or CA qualifications for an
Accounting role.
• ServiceNow Platform System Administrator Certified
• Experience working in an ICT service delivery team, with certifications covering Information
Technology Service Management (ITSM), Information Technology Infrastructure Library (ITIL),




Customer Service Management (CSM)
Notes
Under section 22(8) of the Public Service Act ****, employees must be Australian citizens to be
employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in
writing.
• Successful applicants will be required to undergo the process to obtain and maintain, or continue to
hold the required security clearance level for the role as indicated.
All Finance staff are required to
have a minimum baseline security clearance prior to commencement.
• RecruitAbility applies to this vacancy.
Under the RecruitAbility scheme, you will be invited to
participate in further assessment activities for the vacancy if you choose to opt-in to the scheme,
declare you have a disability and meet the minimum requirements for the vacancy.
All requests for
reasonable adjustments will be considered and managed in consultation with you.
Further
information can be found at .
Getting to know the Department of Finance
As a central agency of the Australian Government, the Department of Finance (Finance) plays an important role in assisting government across a wide range of policy areas to ensure its outcomes are met.
Finance supports the government's ongoing priorities through the Budget process and fosters leading practice through the public sector resource management, governance and accountability frameworks.
Finance plays a leading role in advising the government on many of its strategic priorities.
We do this through our skilled and considered approach to providing advice, developing policy, delivering services and engaging with our clients and stakeholders.
Finance's key areas of focus are:
- Budget
- Business Enabling Services
- Commercial
- Governance and Resource Management

📌 Servicenow Administrator/Developer (Canberra)
🏢 Department of Finance
📍 Canberra