We're looking for a ServiceNow Practice Lead to join the Service Operations team within the Digital and Technology Group. 

As our ServiceNow Practice Lead, you will provide leadership and guidance on the technical delivery of our ServiceNow strategy, leveraging platform capabilities to align with strategic objectives and future capability roadmaps. 

About the role: 

• Support the Commercial Application Services Manager to identify ServiceNow platform development opportunities aligned with goals across all WorkCover departments 

• Create overall roadmap and shape demand for enterprise platform consumption, validating technical specifications and designs 

• Ensure alignment with business strategy, roadmap, and platform governance policies while managing relationships with ServiceNow and partners 

• Own and oversee the ServiceNow instance, ensuring stability and usability across production and non-production environments 

• Lead technical governance and design configuration decisions to ensure seamless user experience aligned with platform design strategy 

• Lead technical staff in application maintenance, performance monitoring, error remediation, and upgrade planning 

• Partner with the Cyber Security Team to manage instance security posture and maintain detailed architecture views 

• Resolve technical escalations, respond to defects, and participate in process workshops 

• Collaborate proactively with key stakeholders and external vendors to provide ServiceNow technical delivery expertise 

• Foster a team culture that encourages empowerment, commitment to making a difference, and quality outcomes through business understanding 

A bit about you: 

• Tertiary qualification in information technology or related field, ITIL (v3 minimum) 

• ServiceNow Certified System Administrator (essential) 

• ServiceNow Certified Implementation Specialist: ITSM (essential) and SM, Disco, SAM, HAM, SIR, VRM (highly desirable) 

• Minimum 5 years' experience in ServiceNow development or development lead role 

• Proven ability implementing ServiceNow application improvement initiatives promoting quality assurance and consistency 

• Strategic leadership experience in dynamic and complex change environments, including leading teams through change 

• Deep technical understanding of ServiceNow design, development, and deployment in complex environments 

• Expertise in application development, SDLC/SCRUM, Agile methodologies, and Cloud stack 

• Technical skills in JavaScript, HTML, CSS, GLIDE SCRIPTING, XHTML, Workflow and UI development, ServiceNow ITSM Application 

• Exceptional planning, problem solving, collaboration and communication skills 

• Experience developing team members and guiding staff toward achievement of goals 

• Sound understanding of WorkCover's core business or comparable commercial environment 

The ServiceNow Practice Lead position description is available on the intranet. 

This role is individual contract. If you have any questions about this opportunity, please contact Imelda McKee, Commercial Applications Manager.