Service Now Engineer

Country Fire Authority (CFA); City of Melbourne; On-site; AUD 138,000 - 156,000; Full time

Benefits offered by this job

Hybrid work options

Learning and development

Wellbeing programs

Meaningful purpose

Job summary

The Country Fire Authority (CFA) is seeking a Senior ServiceNow Engineer for a fixed-term role based at Burwood HQ. You will lead the continued growth of CFA's ServiceNow platform, designing practical, scalable solutions and expanding usage beyond IT into HR, Facilities, Security Operations and GRC.

You will ensure platform stability and security while driving improvements, building workflows, automations, forms and integrations, and guiding teams across ICT and operations to deliver efficient,

Qualifications

• Tertiary qualifications in Information Technology or a related field with ServiceNow certifications (CSA or CAD).
• Experience configuring and developing ServiceNow applications, workflows and automations using Flow Designer and IntegrationHub.
• Experience building integrations between ServiceNow and other enterprise systems using APIs and IntegrationHub.
• Experience maintaining the health of a ServiceNow instance, including patches, upgrades and release pipelines.
• Ability to translate business needs into practical technical solutions and deliver within Agile or Waterfall models.
• Strong communication with ICT teams, stakeholders and external partners; knowledge of IT service management best practices.
• Desirable: governance or compliance experience in public sector or emergency services ICT environments.

Responsibilities

• Configure and enhance ServiceNow applications, workflows, automations and integrations.
• Build reusable components and maintain integrations with enterprise systems.
• Maintain platform health, security, updates and compliance.
• Collaborate with service owners and ICT teams to deliver practical solutions.
• Provide technical guidance and champion continuous improvement and new platform capabilities.

Skills

Translate business needs into tech

Issue troubleshooting

Stakeholder communication

Delivery in Agile/Waterfall

ServiceNow configuration

ServiceNow development

Education

Bachelor's in IT or related field

Tools

Flow Designer

IntegrationHub

JavaScript

Glide API

Script Includes

Job description

About This Role

• Location Burwood HQ
• Full Time Fixed Term 29/12/2028
• PTA 6 $138,320 - $155,557 pa (plus 12% superannuation)

Do you want to work for a values-based, emergency service organisation that puts the community at the centre of everything we do?

We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week.

With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experiences, and backgrounds, recognising the unique value they bring to CFA.

To learn more about the Country Fire Authority (CFA), we invite you to visit our About Us page.

About The Role

The CFA are offering a fixed-term opportunity for a Senior ServiceNow Engineer to guide the continued growth of CFA's ServiceNow platform. This role is the technical lead for building, improving, and supporting a system that underpins many of our critical digital services.

Working within ICT and alongside operational teams, you'll design practical, reliable solutions that strengthen how CFA delivers for the community. You'll develop workflows, automations, forms, and integrations, and help expand ServiceNow beyond IT into areas like HR, Facilities, Property, Security Operations, and GRC.

You'll also ensure the platform is stable, secure, and scalable, while championing good design, data practices, and smarter reuse. Your work will drive platform uplift, better self-service, and meaningful process improvement across CFA.

Key focus areas

• Configure and enhance applications, workflows, automations and integrations using ServiceNow tools.
• Build reusable components and maintain integrations with enterprise systems.
• Maintain platform health, security, updates and compliance.
• Work collaboratively with service owners and ICT teams to deliver practical, efficient solutions.
• Provide technical guidance and champion continuous improvement and new platform capabilities.

About You

Our ideal candidate will be able to demonstrate the following:

• Tertiary qualifications in Information Technology or a related field, supported by relevant ServiceNow certifications (such as CSA or CAD) that demonstrate capability to configure and develop on the platform.
• Experience configuring and developing ServiceNow applications, workflows and automations using tools such as Flow Designer, IntegrationHub, JavaScript/Glide API and Script Includes.
• Experience building integrations between ServiceNow and other enterprise systems using APIs and IntegrationHub, and supporting data models, CMDB relationships or MID Server–based integration patterns.
• Experience maintaining the health of a ServiceNow instance, including patching, upgrades, incident/defect resolution, update set and source control management, and release or deployment pipelines.
• Ability to translate business needs into practical technical solutions, troubleshoot issues, and deliver work within established delivery models (such as Agile or Waterfall).
• Ability to work effectively with ICT teams, business stakeholders and external partners, and communicate technical information in a clear and practical way.
• Understanding of IT service management practices and awareness of key information security and data protection requirements relevant to platform configuration.
• Desirable: experience working within governance or compliance frameworks typical of public sector or emergency services ICT environments.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Growth Opportunities: Learning and development
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Healthy for Life programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Pre-employment Checks

Offers of employment will only be made to candidates who:

• Successfully complete Reference Checks, a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

Applications close: 11:59pm 16th October 2026

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email [e-mail]

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact [e-mail]