ITSM Toolset Lead — Remote & ServiceNow Expert

perpetual; Sydney; Hybrid; 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

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