Engineer - ServiceNow - Admin & Development [T500-30482]

Officeworks GCC India; Bengaluru; Sur place; INR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

Officeworks GCC India is seeking an experienced ServiceNow Engineer to design, configure and support ITSM platform capabilities. You will work within an engineering pod delivering upgrade-safe configurations, automations and integrations.

The role emphasizes collaboration with stakeholders, ensuring reliable production support and alignment to platform standards. You will contribute across configuration, platform administration, testing, and operational support to grow engineering breadth beyond

Qualifications

• 4+ years hands-on ServiceNow experience in production environments.
• Exposure to ITSM ITOM HRSD CSM or SecOps/GRC beneficial.
• Experience with REST/JSON integrations using IntegrationHub.
• Familiarity with Agile, Scrum or Kanban delivery practices.

Responsabilités

• Configure and develop ServiceNow configurations and builds in line with business requirements.
• Provide day-to-day platform administration, incident handling and change management.
• Participate in sprint planning, estimation and backlog refinement as part of the pod.
• Ensure upgrade-safe practices, thorough documentation and code quality in all work.
• Collaborate with cross-functional teams and external partners to deliver solutions.

Connaissances

ServiceNow

ITSM

Automation

Platform Administration

Formation

Bachelor's degree in IT

Outils

IntegrationHub

REST API

Description du poste

Officeworks’ purpose is “we bring big ideas to life at low prices”. It’s how we create shared value for customers, team members, suppliers, communities and shareholders.

We are Australia’s leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create, and Geeks2U.

Our products and services provide solutions to our diverse range of customers across Australia from households, students, small to large sized businesses, governments and schools.

Our culture is built on beginning with customer, doing the right thing, executing with accountability, and leading with ambition. We are one team who are proud to “wear the blues” and deliver for our customers.

We are an inclusive, forward-thinking organization where diverse perspectives enable innovation, continuous improvement and better outcomes for our customers and teams. The work we do plays an important role in helping Australians work, learn, create and connect.

Why this role exists:

The Engineer - ServiceNow delivers ServiceNow configuration, development, and day-to-day platform support within an engineering pod. The role builds and maintains ServiceNow capabilities within ITSM and adjacent product areas, focusing primarily on standard platform configuration and applying development where out-of-the-box functionality cannot meet business requirements.

By contributing across configuration, platform administration, testing, and operational support, the role ensures ServiceNow deliverables are maintainable and aligned to platform-standard design patterns and upgrade-safe practices. It supports the pod's delivery outcomes while progressively growing engineering breadth beyond the ServiceNow boundary.

Where you will make a difference:

In this role you will:

Configuration and Development:

• Translate defined business requirements into maintainable, upgrade-safe ServiceNow configurations and builds.
• Configure and build across core platform capabilities including forms, workflows, Flow Designer, Service Portal, Service Catalogue, notifications, and reporting.
• Apply agreed configure-versus-customize standards when out-of-the-box functionality cannot meet the need, documenting the approach taken.
• Build platform integrations using the standard IntegrationHub patterns and spokes.

Pod Contribution and Execution:

• Work as an active member of an engineering pod, contributing to sprint planning, estimation, and backlog refinement.
• Share accountability for overall pod delivery, extending focus beyond assigned tasks to achieve business outcomes.
• Provide honest estimates of effort and risk for assigned work during sprint commitments.
• Identify and raise technical blockers and risks early to minimize delivery impact.
• Pick up tasks outside the immediate ServiceNow boundary as pod needs require and capability allows.
• Leverage AI-assisted engineering tools as standard practice during code generation, test automation, and refactoring, maintaining rigorous human peer review as the commit gate.

Quality Assurance and Testing:

• Write and execute Automated Test Framework (ATF) test cases for delivered work to protect regression-critical workflows.
• Participate in peer code reviews, adhering to update set hygiene, environment management, and deployment standards.
• Contribute to the pod's Definition of Done across all technical deliverables.

Platform Support and Operations:

• Provide day-to-day support for production ServiceNow instances across incidents, service requests, access controls, and configuration changes.
• Perform routine platform administration including user and group management, data imports, scheduled jobs, and instance housekeeping.
• Participate in platform upgrade cycles through regression testing and remediation execution.
• Follow ITIL incident, problem, and change management practices.

Capability Development:

• Build ServiceNow depth across platform product lines with guidance from Senior Engineers and the Associate Engineering Manager.
• Cross-skill into adjacent technology domains such as integration, automation, testing, and cloud as pod needs evolve.
• Document operational and technical knowledge to reduce single-point dependency risks.

Who you will be working with:

• Pod Teams: Collaborate with Product Orchestrators and other engineers to build and deliver features.
• Platform Engineering Teams: Liaise with Platform, Domain Architecture, Security, and Service Management teams on platform standards and integrations.
• Business Stakeholders: Engage with business users to resolve operational support requests and confirm technical requirements.
• External Technology Vendors: Liaise with ServiceNow specialists, implementation partners, and support vendors to resolve technical issues.

What success looks like:

• Deliverable Quality: ServiceNow configurations and builds are delivered upgrade-safe, maintainable, well-documented, and aligned to standard platform design patterns.
• Delivery Reliability: Sprint commitments are consistently met with high-quality technical execution and low defect rates.
• Operational Responsiveness: Production incidents and support requests are investigated and resolved efficiently within established SLA commitments.
• Capability Growth: Demonstrates expanding technical depth across ServiceNow product lines and active cross-skilling in pod domain areas.
• Demonstrates behaviours aligned to Officeworks’ values, contributing to a respectful, inclusive and high-performing culture.

How you will lead:

• Lives our Officeworks values and behaviours
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop
• Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong

Our Values:

Our values shape the way we work, our behaviours and how we interact with each other, our customers, suppliers and communities.

We begin with customer:

• We start with our customer’ needs in every decision.
• We offer simple, helpful and affordable solutions.
• We listen, learn and continuously improve.

We do the right thing:

• We lead with integrity and care for our team communities and planet.
• We work together safely and treat everyone with respect, inclusion, and trust.
• We collaborate across teams and think Officeworks-wide.

We execute with accountability:

• We are accountable for our decisions, actions, results, and mistakes.
• We stay across the details and focus on delivering what matters.
• We move with pace and agility to deliver outcomes.

We lead with ambition:

• We set bold ambitions that help us to win and transform.
• We are courageous with new ideas.
• We focus on transformation, not incremental steps.

Qualifications and work experience:

• Education: Tertiary degree in Information Technology, Computer Science, or a related field.
• Certification: Certified ServiceNow System Administrator (CSA), Data Foundations
• Experience: Minimum of 4+ years hands-on experience configuring, administering, or developing on the ServiceNow platform in production environments.
• Product Depth: Demonstrated experience across ITSM; exposure to an additional product area (ITOM, HRSD, CSM, SecOps, or GRC Any of these) is advantageous.
• Integration Skills: Working exposure to REST/JSON integrations using IntegrationHub and spokes.
• Delivery Practice: Practical experience working in Agile, Scrum, or Kanban team structures.
• Continuous Support: Experience in ITIL-aligned incident, problem, and change management, with a track record of driving root cause remediation.

Good to Have :

• Candidate with RPA experience.
• Advanced Certifications: Certified Application Developer (CAD) or Certified Implementation Specialist (CIS).