Digital Business Programs - ServiceNow Functional Lead-12 Months Fixed Term Role

Sydney Water; Sydney; Hybrid; AUD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive Compensation

Hybrid Work Environment

Continuous Professional Growth

Novated Leasing

Job summary

Sydney Water is seeking an experienced ServiceNow Functional Lead to drive the development and governance of our Developer/B2B Platform, aligning with Digital Strategy and architectural standards. The role connects business stakeholders with Digital teams, Architects, and SI partners to maximize OOTB capabilities.

You will lead design decisions, ensure quality and compliance, and mentor team members, while guiding PSDS/CSM implementations across enterprise environments.

Qualifications

• 8+ years' experience as a Functional Lead or equivalent in large enterprise environments.
• 5+ years leading ServiceNow PSDS/CSM implementations and transformations.
• Advanced knowledge of end-to-end IT delivery with application design, systems engineering, and integrations.
• Strong familiarity with IT delivery management principles across Waterfall, Agile, and Iterative approaches.
• Experience with customer-facing web applications including Case Management and B2B functions.
• Proven ability to collaborate with stakeholders, vendors and System Integrators to translate requirements.
• Excellent communication and influencing skills with mentoring capabilities.

Responsibilities

• Lead functional design and solution governance for ServiceNow initiatives.
• Gather, validate, and refine business requirements across projects and programs.
• Collaborate with business stakeholders, Solution Architects, Technical Leads, and delivery teams.
• Provide expert advice on ServiceNow capabilities, options, risks, and best practices.
• Review and challenge solution designs to ensure alignment with objectives and enterprise architecture.
• Drive quality assurance, design compliance, and adherence to development standards.
• Support testing, platform adoption, and opportunities for innovation.

Skills

Stakeholder management

Solution governance

Leadership

Communication

Mentoring

Influencing

Strategic thinking

Problem solving

Education

Degree in Information Systems or related

ServiceNow PSDS/CSM Professional Suite certification

Tools

ServiceNow PSDS/CSM

REST Integrations

UI Builder/Flow Designer

Job description

Drive the Future of Sydney's Digital Experience

Sydney Water is seeking an experienced ServiceNow Functional Lead to play a pivotal role in the delivery and evolution of our strategic Developer/B2B Platform, supporting the future growth of Greater Sydney.

As the key link between business stakeholders, Digital teams, Solution Architects, and delivery partners, you will ensure that ServiceNow solutions are designed, governed, and implemented to meet business needs while aligning with Sydney Water's Digital Strategy and architectural standards.

About the Role

You will provide functional leadership across the ServiceNow platform, driving solution quality, governance, and best practice adoption. Working closely with internal teams and System Integrators, you will influence design decisions, challenge assumptions, and ensure solutions maximise the use of ServiceNow out-of-the-box capabilities.

Key Responsibilities

• Lead functional design and solution governance for ServiceNow initiatives.
• Gather, validate, and refine business requirements across projects and programs.
• Collaborate with business stakeholders, Solution Architects, Technical Leads, and delivery teams.
• Provide expert advice on ServiceNow capabilities, solution options, risks, and best practices.
• Review and challenge solution designs to ensure alignment with business objectives and enterprise architecture.
• Drive quality assurance, design compliance, and adherence to development standards.
• Support testing, continuous improvement, platform adoption, and innovation opportunities.

About You

You are a highly experienced ServiceNow professional with strong stakeholder management, solution governance, and leadership capabilities.

Essential Experience

• 8+ year's experience as a Functional Lead, Product Lead, or Technology Specialist within large enterprise environments.
• 5+ years leading ServiceNow PSDS/CSM Product suite implementations and transformations.
• Advance level knowledge in end-to-end IT delivery with in-depth understanding of application design, system engineering, integration.
• Sound working knowledge of IT delivery management principles, including a high level of proficiency with a variety of project and systems delivery approaches e.g., Waterfall, Agile, Iterative
• Considerable commercial experience in customer-facing web applications, including Case Management and B2B functions.
• Strong experience working with business stakeholders, vendors, and System Integrators.
• Proven ability to translate complex business requirements into practical, scalable solutions.
• Exceptional communication and influencing skills.
• Proven background in thought leadership and mentoring other team members

ServiceNow Expertise

Experience across:

• ServiceNow Public Sector Digital Services (PSDS)/CSM Product suite.
• Service Portal, Workspaces, UI Builder, Flow Designer and Workflow Studio.
• Playbooks, workflows, forms, widgets, catalogue items, UX design, Integrations Hub– including APIs and eBonding , MID Servers.
• Business Rules, Notifications, REST Integrations, Document management, Case/Task management, Content Management and SSO integration.
• REST Integrations and Integration Spokes
• UI policies, RBAC, ACLs, Update-sets, Plugin Management, Forms, Widgets, Pages & Designer, Themes and Map(spatial) implementation.
• Secure Coding, DevOps and CI/CD practices
• Platform monitoring & Governance using Health Scans and Diagnostic scans, Platform instance upgrades.
• Proven experience in Now Support, SNCA and Impact Portal.
• Proven track record of increasing the Platform adoption and by aligning the solution with OOTB features/configuration and keeping the customisations to minimum with justifiable trade-off in terms of business value.
• Experience with ServiceNow AI capabilities (Now Assist) is highly regarded, particularly where you’ve used AI to improve automation, productivity or the end-user experience.
• Ability to contribute towards and validate effort estimates to forecast realistic delivery timelines.

Qualifications

• Degree qualification in Information Systems, Technology, or a related discipline.
• Certifications such as ‘ServiceNow PSDS/CSM Professional Suite’ certification are highly regarded.
• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Dive into Our Great Benefits!

• Competitive Compensation:We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment:We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
• Continuous Professional Growth:We will invest in your career with leadership and development programs to propel your success.
• Novated Leasing:Get in the driver's seat of your financial future with our novated lease options.

Closing date: 2^nd Oct 2026

For more information, you can contact [e-mail]