ServiceNow ITSM Platform Specialist | Automation

Massey University - Te Kunenga ki Pūrehuroa; Auckland; On-site; NZD 84,000 - 118,000; Full time

Benefits offered by this job

UniSaver contributions

Additional university holidays

Healthcare plan

Staff gym rates

Staff discounts

Crèche/day care

Professional development

Study fee concession

Job summary

Massey University is seeking an ITSM Platform Specialist to administer and continually improve its enterprise ServiceNow platform. You will use no-code/low-code capabilities, workflows, automation, and AI tools to enhance service delivery and user experience.

With around five years of IT experience and ITIL-based practices, you will join a university environment that values strong communication and stakeholder management.

Qualifications

• Relevant tertiary qualification in IT, Information Systems, Business Systems, or equivalent professional experience.
• Around 5 years of work experience in technical IT roles, including hands-on experience administering or supporting enterprise ITSM platforms (such as ServiceNow).
• Industry-recognized advanced certification in ITSM practices (e.g., ITIL); ServiceNow certifications (Certified System Administrator / Application Developer) are highly desirable.
• Experience working within a university, public sector, or complex enterprise environment.
• Strong communication, stakeholder management, and analytical problem-solving skills.

Responsibilities

• Platform Administration & Support: Provide day-to-day configuration, troubleshooting, and support for forms, workflows, reports, and service catalogue items.
• Workflow & Automation: Leverage low-code tools, business rules, and AI/virtual assistant capabilities to streamline processes, automate tasks, and improve self-service capabilities.
• Data & Configuration Management: Maintain accurate configuration records, reference data, and CMDB relationships while monitoring data quality.
• Reporting & Analytics: Configure operational dashboards and reports to track incident, request, and change metrics.
• Change Governance: Prepare and coordinate platform changes following structured change and release management practices.

Skills

ITSM Platform Specialist

ServiceNow

ITIL

Stakeholder management

Analytical problem-solving

Education

Tertiary IT/IS/Business Systems qualification

Tools

ServiceNow Admin cert

Certified System Administrator

Certified Application Developer

Job description

Massey University is seeking an ITSM Platform Specialist to administer and continually improve its enterprise ServiceNow platform. You will use no-code/low-code capabilities, workflows, automation, and AI tools to enhance service delivery and user experience.

With around five years of IT experience and ITIL-based practices, you will join a university environment that values strong communication and stakeholder management.