ServiceNow Support Engineer
ServiceNow Support Engineer
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Job Description
Overview:
Dynamic ServiceNow Support Engineer position available Fulltime permanent position
Salary Level HEW 7 17 Superannuation
Based at the Melbourne CBD campus (Hybrid role) and Flexible Working Arrangements
About the Portfolio
The Operations Portfolio enables an integrated enterprisewide delivery for best practice student and staff experiences.
The Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP) Communications People Information and Technology Services (ITS) Office of the Chief Operating Officer Procurement and Vietnam Operations.
The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.
The Information Technology Services (ITS) function provides RMIT University with current and emerging Technology systems and services. Our vision of unleashing technologies to enable great experiences for RMIT communities supports a proactive and leadingedge technology ecosystem mindset and delivery empowering the advancement of the Universitys commitment to advancing Lifelong Learners.
About the Role
The ServiceNow Support Engineer provides a range of analytical and technical support services supporting maintaining and resolving issues with the enterprise applications such as ServiceNow. The role is responsible for the efficient and effective provision of services to users and colleagues. This will incorporate management monitoring and resolution of support issues the identification of improvement initiatives and the production of documentation to enable customers and Service Desk colleagues to resolve issues themselves.
The key to success will be the identification of measures to achieve significant reductions in the volume of support and service requests raised.
About You
To be successful in this position youll have as a minimum:
Demonstrated ability to work independently and collaboratively to manage the endtoend resolution process for assigned tasks through indepth analysis review and application of expert knowledge.
Experience in enterprise application systems analysis and development including: analysis design development testing implementation documentation and support with a thorough understanding of the Service Delivery Lifecycle.
Experience in providing support services and developing ServiceNow to a high standard. The position requires a high level of experience in the following areas:
ServiceNow product knowledge in the ITSM ITBM ITOM and HRSD domains
Configuring ServiceNow using Business Rules Assignment Rules Users Groups Roles ACLs Service Portal Service Catalogue and Forms
ServiceNow MID server architecture service discovery probes sensors
Receive respond to triage and resolve incidents and service requests according to agreed service levels investigating correcting or escalating problems and communicating with team members customers and key stakeholders as appropriate. Adhere to approved standard processes and maintain complete and accurate documentation to support further investigation and analysis.
Investigate and resolve problems through root cause analysis collaborating with team members. Assist with the implementation of agreed remedies and preventative maintenance measures.
Undertake functional configuration of platform and related components develop minor enhancements such as catalogue items applying agreed tools techniques and processes for administering information documentation and change.
ServiceNow Certified System Administration certification will be an advantage.
ToApply
Please submit your CV addressing your suitability for this position by clicking the Apply link below.
For further information about this position please see the Position Description below.
Applications Close:
16 May 2025 11.59 pmRMIT is an equal opportunity employer committed tobeinga child safe organisation. We are dedicated to attracting retaining and developing our people regardless of gender identity ethnicity sexual orientation disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
At RMIT we are committed to supporting adjustments throughout the recruitment and selection process as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements please contact Dani via or visit our Careers page for more contact information are a Circle Back Initiative Employer we commit to respond to every applicant.
Employment Type
Full-Time
