About Phyllis AI

Founded by former ServiceNow product leaders, Phyllis AI has one goal: make ServiceNow easy.

ServiceNow was founded on the principle that technology should make people happy. Somewhere along the growth path, that became harder to achieve. Implementing new products is difficult. Operating the platform becomes more complex with every release. Even highly capable platform teams struggle to keep pace with the demands of the business.

Phyllis AI was built to solve that problem.

Phyllis is an AI teammate that extends the capabilities of everyone on a ServiceNow team—including business analysts, developers, architects, platform owners, system administrators, and configuration managers.

Built on the sunny shores of Cronulla, Phyllis is an Australian AI company transforming how enterprise software is implemented, operated, and evolved. We do not believe transformation should require an army of consultants, take twelve months, or begin with a $1 million order form.

The role

We are looking for a experienced ServiceNow professional who wants to help organizations transform how they manage, develop, and scale their platform with AI.

You will work directly with ServiceNow teams to understand their business priorities, platform architecture, technical debt, backlog, and delivery model. You will then help them apply Phyllis AI to accelerate delivery, improve platform health, introduce stronger ways of working, and create more capacity for strategic initiatives.

This is not a traditional consulting role built around lengthy assessments and static recommendations. You will work alongside customers and their platform teams to turn ideas into executable plans, help deliver measurable outcomes, and demonstrate how AI can change the speed and economics of ServiceNow delivery.

You will bring deep ServiceNow expertise across the full platform lifecycle—from discovery and architecture through development, testing, deployment, and continuous improvement. Just as importantly, you will help customers rethink how their teams operate when AI becomes an active participant in platform delivery.

Day to day, you’ll:

- Work directly with customers to understand their business objectives, platform challenges, technical debt, backlog, and strategic roadmap
- Help ServiceNow teams adopt AI-enabled ways of working across analysis, planning, development, testing, deployment, and optimization




- Lead architecture and design conversations that translate business requirements into scalable, secure, and maintainable ServiceNow solutions
- Use Phyllis AI alongside customer teams to analyze their instances, identify risks and dependencies, plan work, and accelerate delivery
- Help customers move high-value initiatives from concept to production faster, without compromising platform integrity
- Support platform teams in reducing technical debt, improving backlog health, and creating capacity for strategic programs
- Guide configuration and development across ServiceNow products including ITSM, ITOM, CSM, SPM, HRSD, and other areas of the platform
- Advise on integrations with external systems using REST, SOAP, IntegrationHub, and other appropriate patterns
- Help customers strengthen testing, deployment, documentation, and platform management practices
- Collaborate with business analysts, developers, architects, platform owners, administrators, and business stakeholders
- Translate complex technical concepts into clear recommendations and practical actions for technical and non-technical audiences
- Capture customer feedback and field insights that help improve the Phyllis AI product and customer experience
- Challenge traditional ServiceNow delivery models and help define what AI-native platform management looks like in practice

What you’ll bring

- Deep experience implementing, operating, transforming, and scaling ServiceNow in complex enterprise environments
- Strong ServiceNow architecture and solution design experience, with a focus on scalable, secure, and maintainable solutions
- Broad understanding of the ServiceNow platform and experience across multiple products or workflows
- Hands-on ServiceNow development experience, including JavaScript, Glide APIs, configuration, customization, and client-side and server-side scripting
- Practical experience integrating ServiceNow with external systems using REST, SOAP, IntegrationHub, and other integration patterns




- Experience working across the full delivery lifecycle, from discovery and requirements through development, testing, deployment, and optimization
- A track record of helping customers or internal platform teams deliver measurable business and technical outcomes
- Strong understanding of technical debt, platform health, governance, testing, and controlled deployment practices
- Familiarity with tools and capabilities such as ATF, Instance Scan, Flow Designer, IntegrationHub, and update sets
- Strong planning, estimation, stakeholder communication, and engagement-management skills
- The ability to work effectively with business analysts, developers, architects, platform owners, and senior stakeholders
- Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly
- Comfort operating independently in a fast-paced, customer-facing environment
- A genuine interest in AI and its potential to transform how ServiceNow platforms are managed and developed
- A desire to challenge traditional delivery models and help ServiceNow teams achieve more with the expertise and capacity they already have
- A bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience

CTA, CMA, and other advanced ServiceNow certifications are valued, but they are not required. Deep, practical ServiceNow experience and the ability to help customers achieve meaningful outcomes matter most.

Why this role

ServiceNow teams are often highly talented and deeply experienced. Their biggest limitation is not technical ability—it is capacity.

Phyllis AI gives these teams a new way to operate. It helps them analyze their platform, plan work, build solutions, test changes, manage technical debt, and move strategic initiatives forward at a pace that was not previously possible.

In this role, you will help customers make that transition. You will combine your ServiceNow expertise with Phyllis AI to help platform teams reduce backlogs, improve platform health, accelerate major programs, and spend more time delivering innovation to the business.

If you understand ServiceNow deeply, believe enterprise delivery can move faster, and want to help customers transform how they manage the platform with AI, we would like to hear from you.

📌 ServiceNow Forward Deployed AI Architect (Sydney)
🏢 Phyllis AI
📍 Sydney