Technical Lead - ServiceNow CSM Team

Australian Federal Police; City of Brisbane; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Six weeks paid annual leave

Flexible and hybrid working

Professional development opportunities

Job summary

Australian Federal Police seeks a Technical Lead for ServiceNow Customer Service Management within the Foundation Capability Systems section. You will lead a multi-disciplinary scrum team, provide technical direction, and collaborate with Product Owners to deliver value across the AFP’s CSM platform.

The role requires leading technology teams in Agile, strong communication, and a focus on continuous improvement while aligning with AFP priorities and governance.

Qualifications

• Experience leading technical teams in an Agile environment.
• Excellent written and verbal communication skills, with ability to translate between business and technical people.
• Ability to identify opportunities for change and lead continuous improvement initiatives.

Responsibilities

• Provide expert technical advice on all aspects of the ServiceNow CSM platform to team members and stakeholders.
• Liaise with AFP business units and Product Owners on delivery of CSM functionality.
• Undertake ServiceNow configuration, administration, patches, upgrades, development and testing.
• Mentor and train team members in ServiceNow CSM; maintain currency in IT processes and tech knowledge.

Skills

Leadership

Agile experience

Communication

Team mentoring

Education

Degree in Information Technology or related field

Tools

ServiceNow CSM

ITSM

Job description

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
• 4 extra days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
• Flexible and hybrid working arrangements that support work-life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
• 4 extra days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
• Flexible and hybrid working arrangements that support work-life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?

Applications are sought from suitably qualified applicants wishing to be considered for the role of Technical Lead ServiceNow Customer Service Management (CSM) within the Foundation Capability Systems (FCS) section, Enterprise & Policing Systems (EPS) Branch, Chief Information Officer (CIO) Command.The Team provides ongoing support, maintenance and enhancements to the ServiceNow CSM platform, and is responsible for both developing and supporting multiple ServiceNow platform-based applications and the relevant interfacing systems utilising Agile methodologies.

The ServiceNow Customer Service Management (CSM) Team is part of the Foundation Capability Systems Section within the Technology Operations & Chief Information Officer Command and is responsible for both developing and supporting the ServiceNow CSM system and the relevant interfacing systems utilising Agile methodologies. The team provides ongoing support, maintenance and enhancements to the ServiceNow platform, primarily within the CSM Module for multiple Product Owners within the AFP.

The Technical Lead will work closely with the Team Leader to assist a multi-disciplinary scrum team focused on delivering business value and technical capabilities to the AFP and associated stakeholders. As a Technical Leader, you play a pivotal role in providing sound technical advice, technical solutions that support the business requirements of the AFP, developing people, managing change and influencing behaviours that lead to a supportive culture that respects the perspectives, talents and value of each individual. Consistent with AFP values, AFP leadership philosophy, organisational reform agenda’s corporate business plans and your Performance Development Agreement, the expectation is that you will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

• Provide expert technical advice on all aspects of the ServiceNow CSM platform to team members, leadership and stakeholders.
• Supporting the CSM Team Leader, liaise with AFP business units and Product Owners on delivery of CSM functionality and technical capability;
• Undertake ServiceNow configuration and administration activities including support, design, configuration, patching, system upgrades, development and testing
• Manage system complexity and deliver outputs within specified timeframes and quality.
• Build and sustain relationships with internal and external stakeholders including other teams, peers and colleagues across the AFP and other organisations;
• As a technical leader, provide a point of escalation for the team to understand and remediate complex issues, ensuring that appropriate action is taken to anticipate, communicate, investigate and resolve problems in systems and services.
• Develop, mentor and train team members in all aspects of ServiceNow CSM;
• Maintain currency in information technology processes and technical knowledge through ongoing professional development.

Essential Requirements

• You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Relevant qualification or extensive experience and expertise in Information Technology or closely related field;
• Experience administering and developing on the ServiceNow platform.
• Experience with ServiceNow CSM, ITSM or related modules.
• Experience leading technical teams in an Agile environment.
• Excellent written and verbal communication skills, with an ability to translate between business and technical people;
• Ability to identify opportunities for change and lead continuous improvement initiatives;

Desirable Requirements

The following skills and/or experience would be highly regarded:

• A strong understanding of digital technologies and appreciation of technical methodologies
• Understanding of Agile methodologies

Additional Information

• This role can can be worked from any capital city in Australia but will report into the section based in Canberra, ACT.
• This role is an AFP Band 8 Level.

Commitment to Diversity & Inclusion

We’re all individuals and we love that. At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.

Contact Officer: Marinka Phillips

Contact Officer Phone: [phone]***

Contact Officer Email: ***************@afp.gov.au

Applications Close: 11:59pm (AEST) 15/10/2026