ITSM Toolset Lead

Perpetual; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Work from anywhere Australia

Wellbeing allowance

Study support & development

Job summary

Perpetual Wealth, Australia, is seeking an ITSM Lead to shape the strategy and roadmap for ServiceNow features and platform maturity. This role manages end-to-end delivery, collaborates with business and tech teams, and ensures documentation and best practices are maintained.

A CSA certification and ITIL knowledge underpin the required expertise. The position offers flexible work arrangements, with a 12-month fixed term and immediate start, designed to support a newly formed wealth team through

Qualifications

• 5+ years of hands-on experience in application administration, configuration, and development of ServiceNow.
• Experience in system implementation and change management processes.
• Experience directing/leading junior resources.
• Experience collaborating with stakeholders on business process enhancements and working with developers to deliver solutions.
• Experience defining and delivering systems' support strategy, including business analysis and requirements gathering abilities.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks).
• Previous experience working with external providers.

Responsibilities

• Develop, maintain, and champion the strategy, roadmap and vision around delivering product features and improvements.
• Drive the maturity and use of the platform to ensure continual value is derived.
• Define and monitor product metrics to measure success of features and identify areas of improvement.
• Provide technical best practice standards and design support, ensuring compliance with company policies, procedures, and standards.
• Responsible for the development and maintenance of documentation for the product including design docs, technical ops, support docs, and release notes.
• Create scalable and high performing solutions that are fit for purpose and aligned with platform best practice.
• Facilitate and manage end-to-end delivery activities for the platform, including discovery, design, and implementation of solutions.
• Act as a point of contact for ServiceNow for the business and technology groups.
• Manage our ServiceNow Partner to ensure they deliver in accordance with practices and agreements.

Skills

ServiceNow CSA

ITIL knowledge

Education

Bachelor degree or equivalent

Job description

Join a high performing and collaborative team

Flexible Work Environment: Work where we work best - whether in the office or from home.

12 month fixed term with an immediate start date

An exciting opportunity to be part of the newly established Perpetual Wealth Team, This is a unique opportunity to play a pivotal role in supporting the of a newly formed wealth management business during a significant period of transformation and growth.

About the Role

Join our dynamic team at Perpetual Wealth. As an ITSM Lead , you will:

• Develop, maintain, and champion the strategy, roadmap and vision around delivering product features and improvements
• Drive the maturity and use of the platform to ensure continual value is derived
• Define and monitor product metrics to measure success of features and identify areas of improvement
• Provide technical best practice standards and design support, ensuring that the system complies with our company policies, procedures, and standards.
• Responsible for the development and maintenance of documentation for the product including but not limited to, design documentation, technical operations, support documentation, and release notes
• Create scalable and high performing solutions that are fit for purpose and aligned with the platforms best practice
• Facilitate and manage end-to-end delivery activities for the platform, including discovery, design, and implementation of solutions
• Act as a point of contact for ServiceNow for the business and technology groups
• Manage our ServiceNow Partner to ensure they are delivering in accordance with our practices and respective agreement

About You

• ServiceNow Certified System Administrator (CSA) Qualification
• ITIL Certification preferred
• Bachelor degree, or similar preferred
• 5+ years of hands-on experience in application administration, configuration, and development of ServiceNow
• Experience in system implementation and change management processes
• Experience directing/leading junior resources
• Experience collaborating with stakeholders on business process enhancements and experience working with developers to deliver solutions.
• Experience defining and delivering systems' support strategy, including business analysis and requirements gathering abilities.
• Demonstrated ability to influence and consult (providing options with pros, cons,and risks).
• Previous experience working with external providers

How we work

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

• Work from anywhere in Australia for up to one month each year
• An annual allowance to empower you to prioritise your personal wellbeing
• Study support and commitment to supporting professional development

We're committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.