Servicenow Administrator & Itil Practices Manager - Digital Services

St John WA is a well renowned not-for-profit organisation whose vision and purpose is to serve humanity and build resilient communities.

With over 130 years of experience, the culture at St John WA is underpinned by a strong team spirit, camaraderie and the collaboration of employees and volunteers working together to change lives, while creating a powerful sense of belonging, where our people want to work.

This combined with over 3000 permanent staff, 6000 volunteers and annual revenues of around $400 million, makes St John WA the industry leader in the provision of pre-hospital care and related products in Western Australia.  Each year we attend in excess of 250,000 people across the state, treat 350,000 patients at our primary health centres and teach over 330,000 people life-saving first aid skills.

The role:

The ServiceNow Administrator & ITIL Practices Manager is to serve as a pivotal link between our IT service management framework and operational excellence, through expert administration of the ServiceNow platform and the effective management of ITIL practices, specifically in Problem Management and Major Incident Management.

Reporting to the Manager of IT Service Delivery, this role is based in in Belmont on a permanent full-time basis.

Some of the responsibilities will include, but not limited to:

• Enhance, configure, and maintain the ServiceNow platform to align with organizational IT strategies and objectives, focusing on enhancing system functionality, user experience, and overall service delivery efficiency
• Develop and implement custom applications, integrations, and workflow automations within ServiceNow to streamline operations, reduce manual processes, and improve response times, ensuring the platform's architecture supports evolving business needs
• Establish a structured problem management process that proactively identifies, analyzes, and resolves root causes of incidents to minimize the impact on business operations, focusing on long-term solutions rather than temporary fixes
• Monitor and evaluate the effectiveness of problem management activities, leveraging data analytics and trend analysis to identify areas for improvement, and implementing strategic changes to processes, tools, and training to continuously enhance problem resolution capabilities
• Develop and oversee a robust major incident management framework that ensures rapid response and resolution of critical incidents, minimizing downtime and adverse impacts on business continuity and customer satisfaction.
• Coordinate the efforts of IT teams, stakeholders, and external partners during major incidents, facilitating clear communication and effective collaboration to expedite incident resolution and recovery processes

Skills and Attributes required:

• ServiceNow Expertise: In-depth knowledge of ServiceNow platform administration, configuration, and customization, including experience with ServiceNow modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Proven ability to maintain Configurations and integrations within ServiceNow
• ITIL Framework Proficiency: Strong understanding of ITIL v3+ frameworks, with particular emphasis on Problem Management and Major Incident Management processes
• Excellent verbal and written communication skills, with the ability to clearly convey technical concepts to non-technical stakeholders
• A proactive approach to process improvement, with experience in designing and implementing efficient workflows, automations, and governance standards to enhance service delivery and operational efficiency. Exceptional analytical abilities to diagnose issues and identify root causes
• Broad technical knowledge across various IT disciplines, with the ability to stay abreast of the latest industry trends, technologies, and best practices. Experience with system audits, security protocols, and compliance standards
• Ability to lead through influence and motivate cross-functional teams, fostering a culture of continuous improvement and innovation. Skilled in decision-making and influencing positive outcomes in challenging situations
• A strong focus on delivering exceptional customer service, with the ability to understand and anticipate customer needs, and drive initiatives that improve customer satisfaction and service quality

Experience required:

• Bachelor’s degree in information technology, Computer Science, or a related field is preferred, but equivalent, demonstrated work experience will also be considered
• Certified ServiceNow Administrator with a minimum of 2 years of experience in ServiceNow administration and configuration
• Strong understanding of ITIL frameworks, with certification in ITIL v3+ preferred
• Experience in ServiceNow Administration: 2 - 3 years of hands-on experience in administering, and configuring, ServiceNow platform to support business processes and workflows
• Experience in ITIL-based Service Management: 5+ years of experience in executing and managing ITIL practices, with a focus on Problem Management and Major Incident Management, demonstrating a deep understanding of IT service lifecycle management
• Experience in Cross-Functional Collaboration: Demonstrated ability to work across IT and business units, facilitating the alignment of IT services with business needs and objectives
• Technical Solution Design and Implementation: Solid experience in designing, implementing, and optimizing IT service management solutions that enhance service delivery and operational efficiency
• Multi-Vendor Management: Experience in coordinating and managing service delivery across multiple vendors, ensuring seamless integration and operation of IT services

The benefits of working at St John Ambulance (WA): The successful candidate will be offered a great working environment and a positive and fun team along with:

• Salary packaging options
• Diverse and rewarding work
• $550 annual Health and Wellness benefit
• 17.5% leave loading
• Free emergency services cover
• Free First Aid Training

To Apply To apply please select "Apply Now"; applications must include a cover letter and resume outlining your suitability for the role. For further information, please email ***************@stjohnwa.com.au

Applications close on 16th May 2024 at 6pm.

St John WA is committed to creating an inclusive environment which provides a sense of belonging and enables a welcoming, diverse, capable and connected workforce who represent the community we serve. Our goal is to ensure people feel safe to be themselves.

We actively encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples, members of the LGBTIQ+ community, and all other suitable applicants.

Please note that St John will not accept recruitment agency applications for this position.