Digital Business Programs - ServiceNow PSDS/CSM Technical Consultant (Fixed Term -12 Months)

Role : ServiceNow PSDS/CSM Technical Consultant

Drive the Future of Sydney's Digital Experience

Sydney Water is seeking an experienced ServiceNow Technical Consultant, to play a pivotal role in the delivery and evolution of it’s strategic Developer/B2B Platform, supporting the future growth of Greater Sydney.

The transformational platform will set Sydney Water up to meet future growth servicing needs, reliable recovery of developer contribution charges and heightened service level expectations from developers.

About the Role

As a key liaison across business and delivery teams, you will work closely with stakeholders, business analysts, solution architects, technical leads, and delivery partners to ensure ServiceNow solutions meet business needs and align with Sydney Water’s strategic and architectural direction.

You will be responsible for driving solution excellence through strong governance, design oversight, and best practice implementation. The role requires the ability to influence solution design, challenge assumptions, and maximise the use of ServiceNow’s out-of-the-box capabilities to deliver efficient, future-ready outcomes.

Key Responsibilities

- Lead ServiceNow implementations, enhancements, and transformation initiatives, ensuring alignment with platform best practices.
- Collaborate with stakeholders, business analysts, architects, technical leads, and delivery teams to deliver high value outcomes.
- Provide expert advice on ServiceNow platform capabilities, solution options, risks, and best practices.




- Review and validate requirements and solution designs to ensure alignment with business goals and ServiceNow architecture and guidelines.
- Promote reusable frameworks, design patterns, and standards to improve delivery efficiency and consistency.
- Ensure solution quality, design compliance, and adherence to security and DevOps standards.
- Drive continuous improvement by identifying opportunities to leverage current ServiceNow capabilities and innovations.

About You

As a ServiceNow Technical Consultant , you will establish yourself as a trusted advisor and subject matter expert within the ServiceNow PSDS/CSM domain.

You will provide expert guidance on solution design and implementation, recommending approaches aligned with ServiceNow platform best practices and supporting them with proof-of-concepts where required. You will critically assess business requirements, steering solutions toward out-of-the-box capabilities wherever possible, while advocating for customisations only when the associated business value clearly justifies the trade-offs.

Working closely with stakeholders and delivery teams across all stages of the SDLC, including analysis, design, development, testing, and DevOps, you will ensure solution governance and adherence to ServiceNow best practices, driving scalable, maintainable, and high-quality outcomes.

- 8+ years’ experience in Product Leadership, Technology Consulting,



or Specialist roles within large and complex enterprise environments.
- 5+ years’ experience leading ServiceNow PSDS/CSM product implementations, enhancements, and transformation initiatives.
- Advanced knowledge of end-to-end technology delivery, including application architecture, systems engineering, integration design, and solution implementation.
- Strong understanding of IT delivery management principles with demonstrated proficiency across Agile, Waterfall, and iterative delivery frameworks.
- Significant commercial experience delivering customer-facing digital solutions, including Case Management and B2B platforms.
- Proven experience collaborating with business stakeholders, business analysts, vendors, and System Integration partners to achieve successful business outcomes.
- Demonstrated ability to translate complex business needs into practical, scalable, and sustainable technology solutions.
- Excellent communication, stakeholder engagement, negotiation, and influencing skills.
- Strong track record of providing thought leadership, coaching, and mentoring to develop team capability and drive continuous improvement.

ServiceNow Platform Expertise

- ServiceNow Public Sector Digital Services (PSDS) and Customer Service Management (CSM) product suites.
- Service Portal, Workspaces, UI Builder, Flow Designer, and Workflow Studio.
- Playbooks, workflows, forms, widgets, catalogue items, UX design, Integration Hub, APIs, e-Bonding, and MID Server implementations.
- Business Rules, Notifications, REST integrations, document management, case and task management, content management, and Single Sign-On (SSO) integrations.
- Integration Spokes and compl

📌 Digital Business Programs (Australia)
🏢 Sydney Water
📍 Australia