There’s No Us Without U. Care with Us, for Today and Tomorrow
There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. Our passion drives us to leverage digital innovation and technology to revolutionise the water industry. Join us in shaping our digital future, making a lasting impact, and transforming our teams. And it's why we need people like YOU. Come and shape our future with us and make a real and lasting impact across our teams.
Your opportunity:
Our Digital & Information Group is growing, and we have an opportunity for an experienced ServiceNow System Engineer to join our newly formed Information Technology Applications team. Reporting to the Information Technology Applications Lead, this role is pivotal in driving digital transformation, ensuring system alignment with business needs, and maintaining platform performance and security. If you have expertise with ServiceNow we’d love to hear from you!
Digital & Information is responsible for digitally enabling Urban Utilities today while transforming our future capabilities to enhance digital services for our customers, community, and people. We drive Urban Utilities’ digital & data strategy, oversee the digital portfolio, and manage IT, OT, data, IoT, security, infrastructure, system administration, network operations, and support services.
Role Responsibilities :
- Platform Management & Optimisation
- Ensure the ServiceNow platform operates efficiently, including performance tuning, patching, and upgrades.
- Monitor system health and stability, proactively addressing issues to maintain uptime and security.
- Configuration & Customisation
- Configure and customise ServiceNow applications, workflows, forms, scripts, and integrations based on business needs.
- Implement automation and digital transformation initiatives within the platform.
- Technical Support & Problem Resolution
- Act as the primary point of contact for ServiceNow-related queries, offering expert-level support.
- Troubleshoot and resolve complex technical issues, ensuring minimal disruption to users.
- Collaboration & Stakeholder Engagement
- Work closely with business units, developers, analysts, and external partners to align platform capabilities with organisational goals.
- Manage vendor relationships and coordinate with third-party providers as needed.
- Documentation & Compliance
- Develop and maintain comprehensive documentation, including process flows, technical designs, and user guides.
- Ensure compliance with data privacy laws, IT governance frameworks, and security standards.
- Project Support & System Integration
- Support ServiceNow-related projects, including UAT, data migration, and system integration efforts.
- Stay current with ServiceNow releases and best practices to guide platform evolution.
- Training & User Enablement
- Provide training and support to end-users to enhance platform adoption and effectiveness.
- Promote ITSM and ITIL-aligned practices, including Change, Problem, Knowledge, and Service Management.
About You:
- Technical Skills : Strong understanding of IT infrastructure, operating systems, databases, and networking.
- Problem-solving : Ability to troubleshoot complex technical issues and find creative solutions.
- Communication : Strong communication and interpersonal skills to collaborate effectively with stakeholders and users.
- Vendor & Stakeholder Management: Experience managing third-party vendors and external technology partners.
- Qualifications : Ideally, possess relevant ServiceNow certifications, such as ServiceNow Certified System Administrator.
Performance of ‘on call’ duties are an inherent requirement of this role. This requires that the employee must be available to be on-call and to attend to work matters, both in person and remotely, outside of normal working hours, including evenings, weekends and public holidays, as reasonably required to fulfill the requirements of the position. The days, times, duration and frequency of on call arrangements may be subject to change, including at short notice, as required by Urban Utilities’ operational needs as applying from time to time. At all times whilst on-call, you must be fit for duty, contactable, and able to respond, including the ability to physically attend if required, to the operational needs of the business within a reasonable timeframe and in a safe manner.
At UU, our strength comes from our people. We value different perspectives, backgrounds, experiences and ways of thinking, and we’re committed to creating a workplace where people feel respected, included and supported to do their best work.
We welcome applications from people of all backgrounds, identities and life experiences. You do not need to meet every requirement to apply. If this role interests you and you feel you could contribute, we’d love to hear from you.
For us, it’s about finding the right person, not ticking every box.
If you require adjustments at any stage of the recruitment process, please let us know. We’re here to support you through the process.
Why Urban Utilities
At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.
At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.
Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.
We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you’ll access an increasingly diverse range of benefits and initiatives that’ll help you bring the best you. Speaking of which, here’s just a sample of the benefits we offer our team:
- Generous Salary Packaging options, including novated leases
- Corporate discounts across Health insurance, technology and more
- 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
- Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
- Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180
There’s no us without you. Come shape the future with us.
How to Apply
Click ‘Apply’ to submit your application.
This position is subject to relevant security clearance and if applicable, Security of Critical Infrastructure requirements.
Applicants may be required to undergo other background checks as part of the recruitment process for this role.
For further information please contact our Talent team at [email protected]
