AddressThe ServiceNow Platform Manager will be the primary interface between our valued internal stakeholders and the ServiceNow Platform team providing a level of transparency, expertise and support that continues to provide usable, scalable, and maintainable solutions across Downer.
At Downer we plan, create and sustain. Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure, and facilities.
Your role involves ensuring that the platform aligns with business objectives, operates securely and efficiently, and continually evolves to meet changing needs. You will act as the primary point of contact for all platform-related matters, balancing between delivering organisational value, operational excellence, and managing overall people, platform, and vendor costs.
- Develop and maintain a comprehensive platform roadmap that aligns with business goals and technology trends.
- Establish and embed an optimal Operating Model for the ServiceNow platform and associated teams.
- Prioritise and manage the ServiceNow development in alignment with strategic business priorities.
- Ownership of the backlog, which includes managing and prioritising the list of work items, features, and bug fixes to be completed by the development team.
- Oversee budget and resource allocation for the platform, ensuring optimal investment and efficiency.
- Monitor overall platform health, including performance, security, and user satisfaction, and report key metrics to management.
- Establish and enforce policies for platform usage and security.
- Identify and lead the adoption of new features and capabilities that provide competitive advantage.
- Develop and maintain relationships with key internal and external stakeholders, including ServiceNow and vendor partners.
- Drive the implementation / uplift of CMDB, Service Mapping, ITAM, TPM, APM and other critical modules for effective usage of the Platform.
- Partner with the ServiceNow account management team to actively comply with their contractual requirements for instance management, patching and upgrade.
- Partner with stakeholders understanding their environmental challenges, opportunities, and evolving needs for automation.
- Manage release activity ensuring best practices are followed (e.g., sub-prod instance preparation, required data syncs, QA, UAT, migration, release notes, etc.)
- Communicate and align with department leaders and stakeholders on project, sprint plans, product roadmap, status, change requests, issues, and risks on a regular basis.
- Socialise new and upcoming ServiceNow capabilities with internal business and IT communities.
- Minimum 5 years' experience in platform management roles, with a track record of successfully managing digital platforms in enterprise environments.
Extensive knowledge and experience with the ServiceNow platform, including experience in a leadership role directly involving ServiceNow.
Experience in team leadership, demonstrating effective management and mentorship capabilities. - Demonstrated experience in agile methodologies, with a preference for Scrum. Agile-related certifications are also highly valued.
Experience with the mainstream project management and agile methodologies. Ability to manage multiple concurrent objectives, projects, or activities, making effective judgments as to prioritising and time allocations. Understands work and activity can be impacted by shifts in demands and priorities. Responds to day-to-day operational priorities while still making progress on project work. Addresses potential conflicts that impact delivery commitments, working with team members, management, and other stakeholders to re-prioritise as necessary. - Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyses organisational issues, determines the root cause and creates alternative solutions that are in the best interest of the business. Approaches situations by defining the issue, determining its significance, and identifying the forces, events and people impacting and impacted by the situation at hand. Uses logic and intuition to make inferences about the meaning of data and arrive at conclusions, applying flow charts, diagrams, and other tools as necessary. Able to systematically compare and assess varied alternative solutions.
- Knowledge of ServiceNow and its ability to improve work processes and results (e.g., enhance productivity, efficiency, collaboration, quality, or customer satisfaction). Know how to utilise ServiceNow to solve workflow related problems, find new methods to enhance results, and create new automation opportunities. Pursues opportunities to develop ServiceNow knowledge and experiments with emerging technology solutions that can help accomplish workflow goals. Serves as a resource to help internal stakeholders understand and anticipate the impact of ServiceNow on current state processes, products, and services.
- Knowledge of platform security principles and best practices, including data protection, access control, and vulnerability management.
- Ability to work effectively in a fast-paced environment, prioritise tasks, and manage multiple priorities and deadlines.
- Commitment to continuous learning and professional development, with a desire to stay current with emerging trends and best practices in IT service management.
- Experience in defining end-to-end test coverage, observability, security and privacy compliance, alerting, and performance. Facilitate the support production services.
Downer offers employees a range of career support programs, wellbeing packages and financial benefits, available through us and our selected partners, including:
- ASX listed company; known for career planning and progression opportunities
- Work from home 3 days a week!
- North Ryde office - drive to work & Childcare Centre in the same building, with preferential acceptance
- EAP Program, Salary sacrifice superannuation;
- Banking, vehicle, and travel & accommodation discounts
- Discounts on technology products
*** Please Note: Applications will not be accepted by email.
Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.
For further information on this role, please email *************@Downergroup.com.
Please note, screening and interviews may take place prior to the closing date - applications may also close before this date.
To view our other current opportunities, head to careers.downergroup.com/.
