Senior ServiceNow Consultant

Showtime Consulting; Canberra; On-site; AUD 140,000 - 200,000; Full time

Job summary

Showtime Consulting seeks a Senior ServiceNow Consultant to drive delivery, enhancements, and ongoing optimisation of enterprise ServiceNow platforms within Federal Government and Defence environments. You will work across HRSD, CSM, ITSM, and custom apps, delivering scalable solutions with automated workflows, integrations, and AI features.

The role requires hands-on development, platform administration, stakeholder engagement, and a track record of successful agile delivery in regulated

Qualifications

• Hands-on ServiceNow development, administration, or consulting experience within enterprise environments.
• Experience configuring and developing solutions on the ServiceNow platform.
• Experience implementing modules such as HRSD, CSM, ITSM, Service Portal, Employee Centre, Asset Management, or custom apps.
• Experience designing and supporting REST and SOAP integrations.
• Strong understanding of workflow automation, process digitisation, and service management best practices.
• Experience supporting platform enhancements, upgrades, releases, and operational support activities.
• Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.
• Excellent communication and stakeholder engagement skills.
• Ability to work effectively within agile delivery environments.
• Experience within Federal Government, Defence, National Security, or other highly regulated environments.
• Experience supporting on-premise ServiceNow environments.
• Exposure to workforce management, operational planning, readiness management, or program management solutions.
• Experience with ServiceNow AI, Now Assist, Virtual Agent, Predictive Intelligence, or other AI-enabled platform capabilities.
• Experience building enterprise dashboards, reporting solutions, and performance analytics.
• Knowledge of ITIL and Service Management frameworks.
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Additional ServiceNow certifications highly regarded

Responsibilities

• Design, develop, configure, and maintain ServiceNow solutions across HRSD, CSM, ITSM, Service Portal, Employee Centre, and custom apps.
• Configure and customise workflows, Flow Designer solutions, business rules, UI policies, forms, catalogues, and automated business processes.
• Design and build self-service solutions, portals, knowledge management capabilities, and digital service delivery experiences.
• Develop integrations with enterprise applications and external systems using REST, SOAP APIs, IntegrationHub, and data import/export mechanisms.
• Support workforce management, operational planning, asset and equipment management, reporting, and workflow automation initiatives.
• Design and configure automated reporting, dashboards, and performance metrics to support operational decision-making.
• Participate in requirements workshops and stakeholder engagement activities to understand business processes and define technical solutions.
• Perform unit testing, troubleshooting, defect resolution, and support SIT, UAT, release, and deployment activities.
• Support ServiceNow platform upgrades, patching, releases, and ongoing platform optimisation activities.
• Implement and support ServiceNow AI capabilities, including Now Assist and other generative AI features where applicable.
• Produce and maintain technical documentation, support procedures, and knowledge articles.
• Collaborate with developers, architects, project managers, platform administrators, and business stakeholders to deliver high-quality outcomes

Skills

ServiceNow development

ServiceNow administration

Enterprise environments

REST integrations

SOAP integrations

Workflow automation

ITSM/HRSD/CSM

Agile delivery

Stakeholder engagement

AI capabilities (Now Assist)

Dashboards & reporting

Tools

REST API

SOAP API

IntegrationHub

Job description

Showtime Consulting is a leading provider of Shielded Cloud and Digital Solutions across Australia and New Zealand. We specialise in delivering secure, enterprise-scale technology outcomes within highly regulated environments, supporting government and national security programs.

We partner with clients delivering mission-critical capabilities that require disciplined delivery, strong stakeholder engagement, and high-quality outcomes across cyber security, cloud, digital transformation, and enterprise service management environments.

The Role

We are seeking an experienced Senior ServiceNow Consultant to support the delivery, enhancement, and ongoing optimisation of enterprise ServiceNow platforms within Federal Government and Defence environments.

In this role, you will work across a broad range of ServiceNow capabilities including workflow automation, workforce management, customer and employee service delivery, operational planning, data management, reporting, integrations, and emerging AI capabilities. You will collaborate closely with business stakeholders, architects, platform teams, and project delivery teams to design and implement scalable ServiceNow solutions that deliver tangible business outcomes.

This is a hands-on technical role suited to an experienced ServiceNow professional who enjoys working across the full solution lifecycle, from requirements gathering and design through to development, deployment, support, and continuous improvement.

Key Responsibilities

• Design, develop, configure, and maintain ServiceNow solutions across a range of modules including HRSD, CSM, ITSM, Service Portal, Employee Centre, and custom applications
• Configure and customise workflows, Flow Designer solutions, business rules, UI policies, forms, catalogues, and automated business processes
• Design and build self-service solutions, portals, knowledge management capabilities, and digital service delivery experiences
• Develop integrations with enterprise applications and external systems using REST, SOAP APIs, IntegrationHub, and data import/export mechanisms
• Support workforce management, operational planning, asset and equipment management, reporting, and workflow automation initiatives
• Design and configure automated reporting, dashboards, and performance metrics to support operational decision-making
• Participate in requirements workshops and stakeholder engagement activities to understand business processes and define technical solutions
• Perform unit testing, troubleshooting, defect resolution, and support SIT, UAT, release, and deployment activities
• Support ServiceNow platform upgrades, patching, releases, and ongoing platform optimisation activities
• Implement and support ServiceNow AI capabilities, including Now Assist and other generative AI features where applicable
• Produce and maintain technical documentation, support procedures, and knowledge articles
• Collaborate with developers, architects, project managers, platform administrators, and business stakeholders to deliver high-quality outcomes

What You'll Need

• Hands-on ServiceNow development, administration, or consulting experience within enterprise environments
• Strong experience configuring and developing solutions on the ServiceNow platform
• Experience implementing one or more ServiceNow modules such as HRSD, CSM, ITSM, Service Portal, Employee Centre, Asset Management, or custom applications
• Experience designing and supporting REST and SOAP integrations
• Strong understanding of workflow automation, process digitisation, and service management best practices
• Experience supporting platform enhancements, upgrades, releases, and operational support activities
• Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions
• Excellent communication and stakeholder engagement skills
• Ability to work effectively within agile delivery environments
• Experience within Federal Government, Defence, National Security, or other highly regulated environments
• Experience supporting on-premise ServiceNow environments
• Exposure to workforce management, operational planning, readiness management, or program management solutions
• Experience with ServiceNow AI, Now Assist, Virtual Agent, Predictive Intelligence, or other AI-enabled platform capabilities
• Experience building enterprise dashboards, reporting solutions, and performance analytics
• Knowledge of ITIL and Service Management frameworks
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Additional ServiceNow certifications highly regarded

Employment Type

Long-term contract and permanent employment options available.

Security Clearance Requirements

Applicants must be Australian citizens and hold a current Baseline, NV1, or NV2 security clearance.