Your New Role And Responsibilities

Reporting to the Service Now Product Owner, the Service Now Consultant is a senior member of our Service Now Platform team that support Service Now capabilities and instances to deliver organisational and customer objectives under operational sustainment contracts.

As a Specialist in the Service Now Platform and Product suite, this role will be leading improvement and remediation initiatives designed to gain maximum value from our investment in Service Now. This role is responsible for analysing and translating business information and technical requirements into practical designs, proposing solutions to achieve complex business objectives.

The position provides guidance on, assists in establishing, and participates in technical governance processes as well as IT Service Management and Operations best practices.

The role collaborates on the design and implementation of a platform operating model that improves likelihood of successful go-lives and end-user adoption. The Service Now Consultant role provides technical evaluation of strategic and operational demands against the Service Now platform architecture, platform capabilities, and leading practices.

This role will also provide Service Now Platform governance, standards, templates and patterns for other teams and individuals contributing to outcomes on the Service Now Platform from other operational and project teams.

Key Responsibilities

- Develop, configure, test, and maintain Service Now components, integrations, workflows, and automation solutions aligned to business requirements, licence optimisation, and persona-based designs, while contributing to OCM, training, and documentation.
- Design and implement secure, reliable, and scalable Service Now solutions and integrations, ensuring cyber security compliance, platform availability, evergreen upgrades,



and alignment with best practice development, deployment, and release standards.
- Collaborate with Product Architects, Platform Teams, Support Teams, vendors, SMEs, stakeholders, and technical resources to consolidate requirements, deliver fit-for-purpose solutions, and support self‑service, automation, and process improvement objectives.
- Provide hands‑on leadership, mentoring, and workload coordination across the Platform Team, supporting service levels, timelines, priority tasks, continuous improvement initiatives, and the organisation’s low‑code/no‑code maturity.
- Develop operational reporting and analysis, identify process improvement opportunities, contribute to project delivery and roadmap objectives, and ensure high standards of documentation, compliance, and architectural deliverables across the team.

About You And What You'll Bring

- Highly skilled ITSM Specialist with Service Now Solution Architect, Developer, Technical Business Analyst, or System Administrator experience, combining business process analysis with strong Service Now technical capability to deliver customer‑driven sustainable solutions.
- Experienced in solving complex problems within customised Service Now environments using pragmatic, low‑code, and Service Now OOTB approaches, with accountability for secure, scalable, consistent, and repeatable end‑to‑end solution design.
- Works effectively in proactive and agile environments, including rapid prototyping and collaboration with process owners,



while demonstrating solid judgement, prioritisation, decision‑making, and the ability to support critical issues and incidents.
- Holds or is willing to maintain relevant Service Now certifications, with Certified Technical Architect, Certified System Administrator, ITIL certification, and tertiary qualifications in computer information systems or related fields highly regarded.
- Demonstrated experience in Service Now administration, development, architecture, ITSM operations, stakeholder workshops, cyber security, automation and orchestration, enterprise systems, troubleshooting, documentation, project management, mentoring, communication, and delivering outcomes in complex environments.

This role does require the successful applicant to be an Australian Citizen and hold a minimum NV‑1 level security clearance and be able to uplift to NV‑2.

Commitment to Non‑Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Pay And Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

More details are available at www.leidos.com/careers/pay-benefits.

#J-18808-Ljbffr

📌 Senior Service Now Consultant (Canberra)
🏢 Leidos
📍 Canberra