ServiceNow Functional Lead: Drive Digital Governance

Sydney Water; Sydney; Hybrid; AUD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive Compensation

Hybrid Work Environment

Continuous Professional Growth

Novated Leasing

Job summary

Sydney Water is seeking an experienced ServiceNow Functional Lead to drive the development and governance of our Developer/B2B Platform, aligning with Digital Strategy and architectural standards. The role connects business stakeholders with Digital teams, Architects, and SI partners to maximize OOTB capabilities.

You will lead design decisions, ensure quality and compliance, and mentor team members, while guiding PSDS/CSM implementations across enterprise environments.

Qualifications

• 8+ years' experience as a Functional Lead or equivalent in large enterprise environments.
• 5+ years leading ServiceNow PSDS/CSM implementations and transformations.
• Advanced knowledge of end-to-end IT delivery with application design, systems engineering, and integrations.
• Strong familiarity with IT delivery management principles across Waterfall, Agile, and Iterative approaches.
• Experience with customer-facing web applications including Case Management and B2B functions.
• Proven ability to collaborate with stakeholders, vendors and System Integrators to translate requirements.
• Excellent communication and influencing skills with mentoring capabilities.

Responsibilities

• Lead functional design and solution governance for ServiceNow initiatives.
• Gather, validate, and refine business requirements across projects and programs.
• Collaborate with business stakeholders, Solution Architects, Technical Leads, and delivery teams.
• Provide expert advice on ServiceNow capabilities, options, risks, and best practices.
• Review and challenge solution designs to ensure alignment with objectives and enterprise architecture.
• Drive quality assurance, design compliance, and adherence to development standards.
• Support testing, platform adoption, and opportunities for innovation.

Skills

Stakeholder management

Solution governance

Leadership

Communication

Mentoring

Influencing

Strategic thinking

Problem solving

Education

Degree in Information Systems or related

ServiceNow PSDS/CSM Professional Suite certification

Tools

ServiceNow PSDS/CSM

REST Integrations

UI Builder/Flow Designer

Job description

Sydney Water is seeking an experienced ServiceNow Functional Lead to drive the development and governance of our Developer/B2B Platform, aligning with Digital Strategy and architectural standards. The role connects business stakeholders with Digital teams, Architects, and SI partners to maximize OOTB capabilities.

You will lead design decisions, ensure quality and compliance, and mentor team members, while guiding PSDS/CSM implementations across enterprise environments.