Senior ITSM Platform Lead - ServiceNow & ITIL Expert

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

Benefits offered by this job

UniSaver employer contribution 6.75%

Five university holidays

Subsidised healthcare

Staff gym discounts

Staff purchasing privileges

On‑campus crèche/day care

Professional development programs

Staff fee concession for studies

Job summary

Massey University is seeking a Senior ITSM Platform Specialist to lead administration, configuration, and support of our enterprise ITSM platform. You’ll ensure stability, security, and upgrade readiness while aligning with ITIL principles and university objectives.

You will own platform governance, data quality, and cross‑functional collaboration across IT and campus stakeholders. Based across Albany, Wellington or Palmerston North campuses, the role emphasises strategic leadership, complex

Qualifications

• Relevant tertiary qualification in Information Technology, Information Systems, Business Systems, or equivalent professional experience.
• 7+ years of work experience in technical IT roles, with significant hands-on experience administering or supporting enterprise ITSM platforms (such as ServiceNow).
• Industry-recognised advanced certification in ITSM practices (e.g., ITIL); 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 rigorous 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 solutions are secure and test-controlled across environments.
• Change & Release Governance: Manage platform change requests based on risk, impact, and dependencies in alignment with structured Change and Release Management practices.
• Reporting & Data Insights: Configure operational dashboards, KPIs, and metrics to track performance, workflow effectiveness, and data quality across stakeholder groups.

Skills

ITIL cert

Platform governance

Stakeholder mgmt

Advanced ITSM

Leadership

Analytics

Education

Tertiary qualification in IT/IS

Tools

ServiceNow

Job description

Massey University is seeking a Senior ITSM Platform Specialist to lead administration, configuration, and support of our enterprise ITSM platform. You’ll ensure stability, security, and upgrade readiness while aligning with ITIL principles and university objectives.

You will own platform governance, data quality, and cross‑functional collaboration across IT and campus stakeholders. Based across Albany, Wellington or Palmerston North campuses, the role emphasises strategic leadership, complex