Address
Form of work
SalaryAn exciting opportunity for a fixed term temporary full time Application Specialist within the Service Management and Improvement team, you will be primarily responsible for the IT Service Management (ITSM) process design requirements of eHealth’s instance of ServiceNow, working within a team of other ITSM specialists committed to improving the effectiveness and efficiency of ITSM practices throughout eHealth Queensland. This includes all aspects of incident management, problem management and ICT change management processes in particular. The role requires an active contribution to the day-to-day operation, administration, and improvement of these processes including participation on the Major Incident Coordinator 24x7 on-call roster, shared between team members. ServiceNow coding experience is not a prerequisite for this position.
The role:
The role is responsible for ITSM process analysis, process design, and development based on documented business requirements. This role is expected to support major projects, enhancements, as well as maintain/troubleshoot the production environment for ITSM, corporate and clinical applications.
The ServiceNow Application Specialist adds value through extensive knowledge of ITSM processes and ITIL, while implementing technical solutions based on industry standards and application best practices. They are expected to possess ITSM and technical leadership skills to assist with solution reviews as well as providing peer mentoring, guidance and internal development. The role will work closely with a small specialised team of ServiceNow System Administrators, Business Analysts plus Service Management leads and key technical and business stakeholders.
Other key responsibilities include:
- Identify and develop ITSM requirements for technical functionality being developed within improvement programs.
- Execution of the assigned workload for 2nd and 3rd level technical support including triage, analysis, service restoration, request fulfilment, defect fixing and minor enhancements on ServiceNow platform and applications as per documented service level agreements.
- Work with ServiceNow developers in the development of business rules, client scripts (JavaScript), UI actions, form sections, notification events in ServiceNow platform to meet the business requirements following agreed best practice standards and version control of the code.
- Working with the ServiceNow platform team implementing platform upgrades, releases, patches & hot fixes across ServiceNow non-production environments according to the implemented SDLC best practice framework ensuring environments are controlled and auditable throughout the development and testing cycles.
For a full list of key responsibilities, please see the role description attached to this advertisement
Are you right for this role?
- Demonstrated high level experience in ServiceNow development, ServiceNow certified System Administrator. ServiceNow experience should include analysis, design, development, testing, implementation, documentation and support and a thorough understanding of the SDLC
- Excellent problem analysis, root cause diagnosis, and solving skills, with the ability to analyse production incidents and lead and work effectively as part of a team of experts to resolve multi-functional problems
- Provide expert ITSM process advice, guidance and facilitation to stakeholders and other ITSM process owners with regard to best practice, ServiceNow development, methodology and solution architecture while remaining focused on Queensland Health business needs
- High level of working knowledge and/or training in IT customer service delivery (ITSM/ITIL), experience in Agile project management and Quality Assurance practices
- High level of interpersonal, presentational, oral and written communication skills with a diverse range of stakeholders and strong evidence of customer focus and relationship management skills
- High level of organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
- Highly developed stakeholder engagement and management skills with the ability to build strong relationships with both internal and external stakeholders
About - eHealth Queensland:
eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.
Benefits of working with eHealth Queensland:
By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.
You will enjoy a variety of benefits, including:
- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development
To apply for this exciting opportunity, submit your resume and a one page cover letter online today.
