Senior ServiceNow & ITSM Lead — Flexible Hours

Toyota Financial Services; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible hours

Paid parental leave

Wellness facilities

Employee assistance

Volunteer days

Car benefit

Job summary

Toyota Finance Australia is seeking an experienced Senior Service Management Specialist to lead the maturity and governance of ITSM practices, optimise the ServiceNow platform, and deliver insights and performance reporting across the organisation.

You'll partner with technology teams, stakeholders and vendors to enhance service performance, strengthen compliance, and drive continual improvement in end-user experience.

Qualifications

• ITIL Foundation certification is essential; higher ITIL certs are advantageous.
• ServiceNow certifications such as CSA are desirable; CMDB/CSDM certs are advantageous.
• Minimum 3 years' experience in IT Service Management.
• Strong experience with ServiceNow administration, reporting and performance analytics.
• Proven experience in Incident, Problem and Change Management processes.
• Strong analytical and problem-solving skills; excellent stakeholder engagement and communication.

Responsibilities

• Manage and optimise ServiceNow BAU operations, enhancements and upgrades.
• Develop, maintain and enhance ServiceNow dashboards, reports and performance analytics.
• Own the ServiceNow reporting framework, KPI governance and data quality standards.
• Drive platform improvements that support ITSM maturity and business objectives.
• Support and improve core ITIL practices such as Change, Knowledge and Request Management.
• Support the ongoing development and maturity of the ServiceNow CMDB.
• Facilitate daily service management stand-ups and stakeholder forums.
• Contribute to ITSM projects and strategic initiatives.
• Assist audit, compliance and governance activities including license compliance.
• Lead incident and problem management activities, drive root cause resolution.
• Facilitate critical incident and problem review meetings.
• Ensure PIRs are completed and improvement actions tracked.
• Monitor and report on KPIs, SLAs and operational performance metrics.
• Drive continual service improvement to reduce recurring issues.

Skills

ITIL Foundation

ServiceNow

Stakeholder engagement

Change management

Incident management

Problem management

Analytical skills

Communication

Tools

ServiceNow

CMDB

CSDM

CSA

Job description

Toyota Finance Australia is seeking an experienced Senior Service Management Specialist to lead the maturity and governance of ITSM practices, optimise the ServiceNow platform, and deliver insights and performance reporting across the organisation.

You'll partner with technology teams, stakeholders and vendors to enhance service performance, strengthen compliance, and drive continual improvement in end-user experience.