Senior ITSM Platform Lead (ITIL/ServiceNow)

Massey University - Te Kunenga ki Pūrehuroa; Auckland; On-site; NZD 100,000 - 134,000; Full time

Benefits offered by this job

UniSaver employer contribution

University holidays

Healthcare plan

Gym membership discounts

Staff purchasing privileges

Crèche/day care facilities

Professional development

Study fee concession

Job summary

Massey University is seeking an experienced Senior ITSM Platform Specialist to lead the administration, configuration, operational support, and continual improvement of our enterprise ITSM platform. You will provide senior technical and operational stewardship across core modules to keep the platform stable, secure, upgrade-safe, and ITIL-aligned.

Responsibilities include governance of incidents, change, release, CMDB data quality, and integrating with identity, monitoring, asset, and reporting

Qualifications

• Relevant tertiary qualification in Information Technology, Information Systems, Business Systems, or equivalent professional experience.
• Around 7 years of work experience in technical IT roles, with hands-on experience administering or supporting enterprise ITSM platforms (such as ServiceNow).
• ITIL or other industry-recognised advanced ITSM certification; ServiceNow certifications (Certified System Administrator / Application Developer) are highly desirable.
• Experience supporting Enterprise Service Management in a university, public sector, or complex enterprise environment.
• Strong stakeholder engagement, analytical and leadership skills with the ability to influence cross-functional teams and translate requirements into practical solutions.

Responsibilities

• Platform stewardship & advanced support: provide high-level support and governance, resolve complex platform incidents and configuration defects, and manage upgrades, releases, and service continuity.
• Configuration & CMDB management: maintain configuration standards, data quality, and naming conventions for platform objects, workflows, and service catalogue items.
• Integrations & build: co-design and manage system integrations with identity, monitoring, asset, and reporting tools, ensuring secure and test-controlled deployments.
• Change & release governance: manage platform change requests based on risk, impact, and dependencies in line with Change and Release Management practices.
• Reporting & data insights: configure dashboards, KPIs, and metrics to track performance, workflow effectiveness, and data quality across stakeholders.

Skills

ITSM platform administration

Stakeholder engagement

Leadership

Analytical skills

Cross-functional collaboration

Education

Tertiary qualification in Information Technology/Information Systems/Business Systems

Tools

ServiceNow

Job description

Massey University is seeking an experienced Senior ITSM Platform Specialist to lead the administration, configuration, operational support, and continual improvement of our enterprise ITSM platform. You will provide senior technical and operational stewardship across core modules to keep the platform stable, secure, upgrade-safe, and ITIL-aligned.

Responsibilities include governance of incidents, change, release, CMDB data quality, and integrating with identity, monitoring, asset, and reporting