Digital Business Programs - ServiceNow PSDS/CSM Technical Consultant - 12 Months

Sydney Water; Parramatta; Hybrid; AUD 140,000 - 195,000; Full time

Benefits offered by this job

Novated Leasing

Hybrid Work Environment

Continuous Professional Growth

Job summary

Sydney Water in Sydney is seeking an experienced ServiceNow PSDS/CSM Technical Consultant to drive delivery and evolution of its Developer/B2B Platform, supporting growth across Greater Sydney. You will partner with stakeholders, analysts, architects and partners to ensure solutions meet business needs, leverage out-of-the-box capabilities, and align with architecture.

You will guide design, governance, and DevOps practices to deliver scalable, high‑quality outcomes.

Qualifications

• 8+ years in leadership, technology consulting, or specialist roles in enterprise settings.
• 5+ years leading ServiceNow PSDS/CSM implementations and transformations.
• Strong end-to-end delivery understanding incl. architecture, integration, and implementation.

Responsibilities

• Lead ServiceNow implementations and transformations in line with platform best practices.
• Collaborate with stakeholders, analysts, architects, and delivery teams to deliver high value outcomes.
• Provide expert guidance on platform capabilities, risks, and best practices.

Skills

Leadership experience

ServiceNow PSDS/CSM

Platform governance

Stakeholder engagement

Agile/Waterfall

Solution architecture

Education

Degree in Information Systems/related

Tools

ServiceNow

REST integrations

DevOps

CI/CD

Job description

Digital Business Programs - ServiceNow PSDS/CSM Technical Consultant - 12 Months

Role : ServiceNow PSDS/CSM Technical Consultant

Drive the Future of Sydney's Digital Experience

Sydney Water is seeking an experienced ServiceNow Technical Consultant, to play a pivotal role in the delivery and evolution of it’s strategic Developer/B2B Platform, supporting the future growth of Greater Sydney.

The transformational platform will set Sydney Water up to meet future growth servicing needs, reliable recovery of developer contribution charges and heightened service level expectations from developers.

About the Role

As a key liaison across business and delivery teams, you will work closely with stakeholders, business analysts, solution architects, technical leads, and delivery partners to ensure ServiceNow solutions meet business needs and align with Sydney Water’s strategic and architectural direction.

You will be responsible for driving solution excellence through strong governance, design oversight, and best practice implementation. The role requires the ability to influence solution design, challenge assumptions, and maximise the use of ServiceNow’s out-of-the-box capabilities to deliver efficient, future-ready outcomes.

Key Responsibilities

• Lead ServiceNow implementations, enhancements, and transformation initiatives, ensuring alignment with platform best practices.
• Collaborate with stakeholders, business analysts, architects, technical leads, and delivery teams to deliver high value outcomes.
• Provide expert advice on ServiceNow platform capabilities, solution options, risks, and best practices.
• Review and validate requirements and solution designs to ensure alignment with business goals and ServiceNow architecture and guidelines.
• Promote reusable frameworks, design patterns, and standards to improve delivery efficiency and consistency.
• Ensure solution quality, design compliance, and adherence to security and DevOps standards.
• Drive continuous improvement by identifying opportunities to leverage new ServiceNow capabilities and innovations.

About You

As a ServiceNow Technical Consultant , you will establish yourself as a trusted advisor and subject matter expert within the ServiceNow PSDS/CSM domain.

You will provide expert guidance on solution design and implementation, recommending approaches aligned with ServiceNow platform best practices and supporting them with proof-of-concepts where required. You will critically assess business requirements, steering solutions toward out-of-the-box capabilities wherever possible, while advocating for customisations only when the associated business value clearly justifies the trade-offs.

Working closely with stakeholders and delivery teams across all stages of the SDLC, including analysis, design, development, testing, and DevOps, you will ensure solution governance and adherence to ServiceNow best practices, driving scalable, maintainable, and high-quality outcomes.

• 8+ years’ experience in Product Leadership, Technology Consulting, or Specialist roles within large and complex enterprise environments.
• 5+ years’ experience leading ServiceNow PSDS/CSM product implementations, enhancements, and transformation initiatives.
• Advanced knowledge of end-to-end technology delivery, including application architecture, systems engineering, integration design, and solution implementation.
• Strong understanding of IT delivery management principles with demonstrated proficiency across Agile, Waterfall, and iterative delivery frameworks.
• Significant commercial experience delivering customer-facing digital solutions, including Case Management and B2B platforms.
• Proven experience collaborating with business stakeholders, business analysts, vendors, and System Integration partners to achieve successful business outcomes.
• Demonstrated ability to translate complex business needs into practical, scalable, and sustainable technology solutions.
• Excellent communication, stakeholder engagement, negotiation, and influencing skills.
• Strong track record of providing thought leadership, coaching, and mentoring to develop team capability and drive continuous improvement.

ServiceNow Platform Expertise

• ServiceNow Public Sector Digital Services (PSDS) and Customer Service Management (CSM) product suites.
• Service Portal, Workspaces, UI Builder, Flow Designer, and Workflow Studio.
• Playbooks, workflows, forms, widgets, catalogue items, UX design, Integration Hub, APIs, e-Bonding, and MID Server implementations.
• Business Rules, Notifications, REST integrations, document management, case and task management, content management, and Single Sign-On (SSO) integrations.
• Integration Spokes and complex system integrations leveraging REST-based services.
• UI Policies, Role-Based Access Control (RBAC), Access Control Lists (ACLs), Update Sets, Plugin Management, Forms, Widgets, Pages, Service Portal Designer, Themes, and Spatial/Map-based solutions.
• Secure coding practices, DevOps methodologies, and CI/CD implementation.
• Platform governance, monitoring, Health Scans, Diagnostic Scans, and ServiceNow instance upgrades.
• Strong working knowledge of Now Support, SNC and the Impact Portal.

Demonstrated capability to:

• Drive platform adoption by maximising out-of-the-box (OOTB) functionality, minimising customisation, and balancing business value with maintainability.
• Leverage ServiceNow AI capabilities, including ServiceNow Otto (previously Now Assist), to enhance automation, productivity, and user experience.
• Contribute to and validate effort estimates, ensuring realistic delivery plans and timelines.
• Provide strategic and technical guidance across the ServiceNow platform while promoting best practice design and governance standards.

Qualifications

• Degree qualification in Information Systems, Technology, or a related discipline.
• Certifications such as ‘ServiceNow PSDS/CSM Professional Suite’ (Mainline certification: Certified Implementation Specialist) 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.
• 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.

For more information, you can contact ***************@sydneywater.com.au

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role.We will also use your personal information toestablish a Dayforce talent profile in our Talent Community.We look at our Talent Community first when new opportunities come up when you apply for a role.Your personal information will be collected in accordance with Dayforce’sTerms,Privacy Policy and Sydney Water’sPrivacy