Manager, App Development & Support

Job Description

We are looking for a highly skilled ServiceNow Developer with 5+ years of experience. In this role, you will drive the design, development, and optimization of ServiceNow implementations across multiple modulesincluding ITSM, CSM, FSM, and EAMwhile also focusing on third-party integrations, identity access management (IAM), and role-based access control (RBAC). As part of a growing Australian team, you will collaborate closely with cross-functional stakeholders to shape digital transformation initiatives that support enterprise-level business objectives.

Job Responsibilities:

• Platform Design Development
• Configure, develop, and customize core ServiceNow modules such as ITSM, CSM, FSM, and EAM to meet evolving business needs.
• Create and manage advanced workflows, forms, business rules, and UI policies.
• Drive platform enhancements, version upgrades, and solution design while adhering to best practices.
• Integration Automation
• Architect and implement integrations with third-party systems (SailPoint, Jira, SCCM, Azure, GCP) using REST/SOAP APIs, Service Graph Connectors, and other relevant technologies.
• Automate service provisioning and deprovisioning using Flow Designer, orchestrations, and custom scripts
• IAM RBAC Implementation
• Establish and manage Identity and Access Management (IAM) within ServiceNow, ensuring secure and efficient user provisioning.
• Develop Role-Based Access Control (RBAC) policies and workflows, including role assignments, approvals, and auditing.
• Collaborate with security and compliance teams to maintain governance and adherence to privacy regulations (e.g., Australian Privacy Act).
• Platform Administration Support
• Monitor system health, troubleshoot incidents, and recommend solutions to ensure platform stability.
• Conduct root cause analysis for complex issues, coordinating with internal teams to implement preventative measures.
• Maintain high-quality technical documentation, including development guidelines, design documents, and platform policies.
• Collaboration Leadership
• Partner with business analysts, project managers, and key stakeholders to gather requirements and propose optimal technical solutions.
• Participate in Agile ceremonies (daily stand-ups, sprint planning, reviews) to maintain transparency and meet project milestones.
• Mentor junior developers, enforce coding standards, and champion best practices in ServiceNow development.
• Agile Delivery Collaboration
• Work within an Agile delivery framework, participating in daily stand-ups, sprint planning, and retrospectives.
• Collaborate with scrum masters, product owners, and cross-functional teams to refine user stories, estimate tasks, and ensure timely feature delivery.
• Contribute to continuous improvement of processes, tools, and methodologies to enhance efficiency and quality.

Knowledge and Experience

Extensive ServiceNow Platform Proficiency

• Hands-on Experience: Minimum of 5+ years working with core ServiceNow modules such as ITSM, CSM, FSM, EAM, ITOM, HRSD, and ITBMincluding installing, configuring, and customising workflows.
• Discovery CMDB: Practical knowledge implementing and managing Discovery for accurate CI detection, along with maintaining robust CMDB structures and developing CSDM v4 framework.
• Custom Applications Portals: Proven track record of creating tailor-made ServiceNow applications and designing engaging, user-friendly portals to enhance service delivery.

Advanced Integration Experience

• RESTful and SOAP APIs: Demonstrable success integrating ServiceNow with third-party systems (e.g., SailPoint, Jira, Azure, GCP, SCCM) using API calls, Service Graph Connectors, or custom connectors.
• Automation Orchestration: Familiarity with Orchestration, Flow Designer, and scripting to automate end-to-end processesparticularly for provisioning/deprovisioning services and handling security workflows.

ServiceNow Certifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Implementation Specialist certifications, especially CSM, FSM, or EAM, are highly advantageous.