About the role:
The role is the service owner for NSW Parliament’s Service Management platform (ServiceNow). It provides technical leadership in the service management platform configuration, administration, development, data management and lifecycle management, and as such, is a specialist role.
As the service owner, the role has principle responsibility for platform enhancements, upgrades, incident management and support, as well as enabling digital workflows and service reporting to improve service delivery and customer experience across Parliament locations, business units and departments. It combines technical expertise, business analysis, stakeholder engagement and continuous improvement responsibilities.
About us:
Based in NSW Parliament, the Department of Parliamentary Services (DPS) is a specialist service department working to support the operation of the Parliament of NSW by providing logistical support and advice to members, the Departments of the Legislative Council and Legislative Assembly and the people of New South Wales. Our office is found close to public transport in the heart of Macquarie Street CBD, next to the State Library and Sydney’s Botanic Gardens.
Enabling the Parliament, serving New South Wales: We demonstrate and foster in others a commitment to the five values of the Department of Parliamentary Services: collaboration, innovation, excellence, integrity and service.
Our commitment to diversity: We welcome applications from people from diverse backgrounds and encourage women, Aboriginal and Torres Strait Islander peoples, LGBTQIA+, people with disability, mature-age people, and people from culturally diverse backgrounds to apply for this role.
Our people:
Our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join Parliament include:
- Competitive salary and annual leave loading
- 35-hour week and flexible work options
- Corporate Wellbeing programs including seminars and Fitness Passport
- Free annual Influenza vaccination
- Salary packaging options via superannuation contributions or a novated vehicle lease
- On-site fitness facilities, pool, restaurant, cafes, and post office
About you
In this role you will need to have extensive experience administering and configuring service management platforms (e.g. Current, ServiceNow, Zendesk, or equivalent). A proven ability to design, develop and improve digital workflows, forms, service catalogues and automation within a service management platform. Experience in gathering business requirements, mapping processes and delivering workflow solutions that improve service delivery and customer experience. This role requires sound reporting and dashboard development experience, using service management reporting tools and performance analytics modules. A sound knowledge of ITIL service management framework.
Essential Requirements
- Tertiary qualifications in Information Technology, Business Systems, or a related field, or equivalent professional experience.
- Certifications in service management platforms (e.g. ServiceNow Certified System Administrator).
- Certification or experience with ITIL Foundation (or higher) in service management practices.
Further information to assist you with applying for this position:
- Role Description
- Department of Parliamentary Services website
- Pre-employment requirements - NSW Parliament
To apply for this position please provide:
- An up-to-date Resume [maximum five pages] which clearly details your skills and experience as relevant to this role and
- A response [maximum two pages] to the Targeted Questions below.
Applications that do not include a response to the targeted questions will not be progressed to the next stage of assessment. Copies of qualifications, certificates or documentation (other than requested) is not required at this stage in the recruitment process and will not be included with application documents.
Targeted questions:
Describe your experience configuring, administering or improving a service management platform such as ServiceNow, including workflows, forms, approvals, notifications, service catalogues, dashboards or reports.
- Provide an example of how you have used, or would use, service management data to identify trends, improve service performance, support decision-making or enhance customer experience.
Electronic attachments must be MS Word compatible or in pdf format.
Technical assistance: Should you encounter any technical problems, please contact ‘I work for NSW’ helpdesk 1800 562 679 (Monday - Friday).
Applications must be lodged online through http://iworkfor.nsw.gov.au/
To be eligible to apply for this role, you must meet one of the following criteria:
- an Australian Citizen
- a permanent resident of Australia; or
- a New Zealand citizen.
Come and explore the Parliament online with our 360-degree Virtual Tour.
Thank you for your interest in this role. We look forward to receiving your application.
Job Reference: 492600
CLOSING DATE: Sunday, 6 September 2026 [11.55pm]
