ServiceNow Support Engineer — City, North Canberra

Overview: Dynamic ServiceNow Support Engineer , position available , Full-time 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, enterprise-wide 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 leading-edge technology ecosystem, mindset, and delivery empowering the advancement of the University’s 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, you’ll have, as a minimum: Demonstrated ability to work independently and collaboratively to manage the end-to-end resolution process for assigned tasks through in-depth 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. To Apply 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. http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-servicenow-support-engineer1.pdf Please note, we will be running a rolling recruitment process, so please do not wait until the closing date to apply. Applications Close: 16 May 2025 11.59 pm RMIT is an equal opportunity employer committed to being a 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 Isla n der 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, v ia talentsupportrmit.edu.au or visit our Careers page for more contact information - https://www.rmit.edu.au/careers . We are a Circle Back Initiative Employer – we commit to respond to every applicant.