ServiceNow ITSM Specialist — Automation & AI

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

Benefits offered by this job

UniSaver employer contribution

Five university holidays per year

Healthcare plan subsidy

Gym membership discounts

Staff purchasing privileges

On-campus crèche/day care facilities

Professional development

Study fee concession for staff & 30%/4

Job summary

Massey University is seeking an ITSM Platform Specialist to support the administration, configuration, maintenance, and continual improvement of our enterprise IT Service Management platform (ServiceNow).

Working under the direction of the Senior ITSM Platform Specialist and Practice Lead, you will use no-code/low-code capabilities, workflows, automation, and emerging AI/virtual assistant tools to enhance service delivery and user experience.

Qualifications

• 5+ years in technical IT roles, including hands-on ITSM platforms (ServiceNow).
• ITIL certification and ServiceNow certifications are highly desirable.
• Experience in university/public sector or complex enterprise environments.
• Strong communication and stakeholder management skills.

Responsibilities

• Platform administration and support for forms, workflows, reports and service catalogue items.
• Leverage low-code tools and AI capabilities to streamline processes and improve self-service.
• Maintain accurate CMDB data and configuration reference data while monitoring quality.
• Configure dashboards and reports to track incident, request and change metrics.
• Coordinate platform changes following change and release governance practices.

Skills

Stakeholder management

Analytical problem-solving

Communication

Education

Tertiary IT/IS/Business Systems qualification

Tools

ServiceNow

Job description

Massey University is seeking an ITSM Platform Specialist to support the administration, configuration, maintenance, and continual improvement of our enterprise IT Service Management platform (ServiceNow).

Working under the direction of the Senior ITSM Platform Specialist and Practice Lead, you will use no-code/low-code capabilities, workflows, automation, and emerging AI/virtual assistant tools to enhance service delivery and user experience.