Senior ServiceNow Development Officer

NSW Department of Customer Service; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Job summary

The NSW Department of Customer Service is seeking a Senior ServiceNow Developer (Clerk Grade 9/10) for a hybrid Sydney-based role. The incumbent will design, develop, and implement integrated ServiceNow solutions aligned with the Enterprise Architecture plan and business needs.

The role involves planning, testing, and documenting changes across the software stack to deliver value to stakeholders. Applicants should hold ServiceNow CAD, ITSM/HRSD certifications and demonstrate extensive ServiceNow

Qualifications

• ServiceNow CAD certification is required.
• ServiceNow Certified Implementation Specialist (ITSM/HRSD) is required.
• Extensive development experience with advanced capabilities within ServiceNow.
• Expertise in ITSM/HRSD suites within ServiceNow is preferred.

Responsibilities

• Review detailed business requirements to ensure ICT alignment with strategic plans.
• Lead the software development process and ensure quality standards and documented specifications.
• Input to technology investments to support enterprise architecture and ROI.
• Define and design technology solutions to meet business objectives and evolving models.
• Develop, test and implement technology solutions and report on delivery timelines.

Skills

ServiceNow CAD

ServiceNow ITSM/HRSD

Tools

ServiceNow

Job description

Senior ServiceNow Developer
Clerk Grade: 9/10; $133,348 - $146,945 plus super
Employment Type: Ongoing; Fulltime;
Location: Sydney - Hybrid opportunity. In-office requirement 2 days a week as a minimum, which could be subject to change based on applicable DCS workplace policie

The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy.

About the Rol e

The Senior ServiceNow Developer is responsible for the design and communication of the overall vision and high-level structures to enable and guide the transformation of the vision through the design, development and execution of integrated solutions that are aligned to the Enterprise Architecture plan and meet the current and future needs of the business.

The role undertakes the planning, designing, creation, amending, verification, testing and documentation of new and amended software components in order to deliver agreed value to stakeholders.

Accountabilities will include:

• Review, interpret and respond to detailed business requirements specifications (BRS) to ensure alignment between customer expectations and current or future ICT capability and the strategic plan.
• Assume technical responsibility for all stages of the software development process to ensure compatibility with system architectures and compliance with quality application development standards and achievement of accurate, documented requirements and technical specifications.
• Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture and maximise the return on technology investment
• Define and design technology solutions to assist the business in meeting their business objectives including technology solutions and changes to service, process and/or operating models
• Develop, test and implement technology solutions and report on delivery commitments to ensure solutions are implemented as expected and to agreed timeframes
• Design and delivery projects from inception through functional analysis of developing requirements, the approval process for business case development, project execution and operational handover to align technological solutions and transform the processes and systems to meet emerging business requirements
• Collaborate with business units and technical experts to expand business requirements specifications to ensure alignment between customer expectations and current or future ICT capability.
• Identifying system, infrastructure and project interdependencies while balancing competing demands to ensure project deliverables are achieved
• Designing applications to meet specified requirements given the constraints of systems performance and feasibility
• Assessing emerging technologies, the relevance and potential impacts (both threats and opportunities) upon business enablers, cost, performance and sustainability while maintaining the integrity of the service
• Managing complex and sensitive consultations and negotiations with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints and interests

About you

To be successful in this role you will have:

• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (ITSM / HRSD)
• Extensive development experience with advanced capabilities within ServiceNow.
• Expertise in one or more of the following ServiceNow suites - ITSM / HRSD

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.

For enquiries relating to recruitment please contact Bryan Kreltszheim via ***************@customerservice.nsw.gov.au.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Friday 20th November 2026 @11.59 pm

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

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Information on adjustments available for the recruitment process