ServiceNow Lead Consultant / Solution Architect ? Location: Wollongong / Greater Sydney (Hybrid – ability to attend Wollongong 1–2 days per week)

⏳ Contract Duration: 6–8 months

? Industry: Higher Education / Digital Transformation

? Engagement: Senior ServiceNow Delivery Lead About the Opportunity

Hatchit Studios is seeking an experienced ServiceNow Lead Consultant / Solution Architect for an upcoming digital transformation engagement with a major higher education organisation based in Wollongong. This is a senior, hands-on delivery role requiring a highly capable ServiceNow practitioner who can operate across business analysis, solution architecture, platform configuration and delivery leadership. The successful consultant will act as the primary ServiceNow delivery lead across multiple business transformation workstreams, supported by a dedicated ServiceNow Developer and broader specialist capability.

The program will involve the implementation and enhancement of ServiceNow case management, CSM, Workspaces, App Engine and workflow automation capabilities, replacing and modernising existing business processes. Key Responsibilities

Lead discovery workshops and requirements gathering with business stakeholders

Analyse existing business processes and design improved future-state processes within the ServiceNow ecosystem

Translate business requirements into scalable ServiceNow solution designs

Provide solution architecture and technical leadership across multiple workstreams

Lead the design and implementation of ServiceNow case management and Workspace solutions

Configure and oversee the delivery of workflows, Flow Designer automation, record producers, catalogue items, approvals, SLAs,



notifications and reporting

Remain hands-on with ServiceNow configuration and development where required

Guide the design and implementation of integrations with enterprise platforms

Manage and prioritise delivery activities and backlog items in collaboration with project stakeholders

Lead iterative demonstrations, stakeholder showcases and solution walkthroughs

Provide technical oversight and direction to ServiceNow development resources

Support solution testing, UAT, defect resolution, deployment, go-live and hypercare

Support organisational adoption, administrator and user training, and knowledge transfer

Ensure solutions align with ServiceNow best practices and provide a sustainable foundation for future platform development

Take ownership of ServiceNow delivery outcomes across the engagement Skills & Experience Required

Extensive hands-on ServiceNow implementation experience

Previous experience as a ServiceNow Lead Consultant, Solution Architect, Technical Architect or Principal Consultant

Strong experience facilitating discovery and requirements workshops

Strong business process analysis and solution design capability

Demonstrated hands-on ServiceNow configuration and development experience

Experience implementing Customer Service Management (CSM)



and/or enterprise case management solutions

Experience with ServiceNow Workspaces / Configurable Workspace

Experience with App Engine and scoped applications

Strong experience with Flow Designer and workflow automation

Experience with ServiceNow portals, Employee Center, record producers and service catalogue functionality

Experience designing and implementing REST/API-based integrations

Strong understanding of ServiceNow security, ACLs and platform architecture

Experience delivering solutions using Agile and iterative delivery methodologies

Strong stakeholder engagement and communication skills

Ability to lead delivery while remaining technically hands-on Experience with Now Assist, AI Search, SharePoint integrations, Oracle integrations or higher education environments would be highly regarded.

Relevant

ServiceNow certifications such as CSA, CAD, CIS-CSM and CIS-ITSM are highly desirable. CTA or CMA certification would also be highly regarded.

Why This

Opportunity?

Work on a significant ServiceNow digital transformation program

Lead the delivery of new case management, Workspace and workflow capabilities across multiple business areas

Opportunity to influence solution architecture and delivery approach from discovery through to go-live

Work with an experienced ServiceNow implementation team

Competitive senior contract rates

Hybrid working arrangements

Long-term 6–8 month engagement

Prospect for Wollongong, Illawarra and Greater Sydney-based ServiceNow professionals to work on a major local transformation program This opportunity is subject to the successful award of the associated engagement.

📌 ServiceNow Lead Consultant / Solution Architect (City of Wollongong)
🏢 Hatchit Studios
📍 City of Wollongong