ServiceNow Administrator


Location: Melbourne

Job Type: Full time


Be brave, not perfect.
- Reshma Saujani

At AustralianSuper, our purpose will empower you to reach your true potential. We are Australia's largest superannuation fund, here to help members achieve their best possible retirement outcome. We create meaningful value for members and our communities through our diverse workforce of high performing, motivated employees, based across Australia.

  • Purposeful work delivering outcomes for our 2.7 million Members
  • A values led, inclusive work environment
  • Exciting growth, coupled with support to help you develop your career

Your new team

Our Technology Services group has a strategic remit to uplift, govern and run the Fund's technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia's leading Superannuation Fund and more than 2.7 million Members.

Your new role

Reporting to the Manager - Service Management, the ServiceNow Administrator will play a key role in the transition from the existing ITSM Tool to ServiceNow. The position is responsible for the continued development and administration of the ServiceNow platform, managing all phases of the application lifecycle and best practices, including requirement gathering, design, development, testing, and deployment.

The ServiceNow Administrator will work to ensure the stability and continuous improvement of the platform, working closely with internal teams to meet AustralianSuper's evolving requirements and to manage feature releases successfully into production.

Key responsibilities will include:

  • Working with internal teams to capture requirements and develop an understanding of functionality needs
  • Reviewing and updating configuration within the platform with a focus on continuous improvement and automation
  • Growing the use cases for the platform and onboarding new services into the tool
  • Documenting and maintaining platform support guides
  • Maintaining and updating platform integrations
  • Managing discovery and service mapping
  • Performing audits and contributing to management level reporting
  • Ensuring appropriate and relevant governance structures, policies and processes are followed, and advocate for continuous improvement to these

What you'll need

The successful applicant will be ServiceNow System Administrator certified and have solid experience administrating an ITSM platform. You will have extensive working knowledge and understanding of IT service management and ITIL processes including Incident, Problem and Change, Configuration and Release Management. You will have relevant ITIL certifications and will bring:

  • 5+ years' experience administrating ServiceNow
  • ServiceNow System Administrator certified
  • Relevant ITIL certifications, plus extensive working knowledge and understanding of IT service management and ITIL processes including Incident, Problem and Change, Configuration and Release Management
  • Experience in supporting discovery and service mapping in ServiceNow
  • Proven ability to implement ITSM application improvement initiatives each promoting quality assurance and consistency
  • Excellent spoken and written communication
  • Excellent interpersonal skills including listening, building rapport and awareness of internal and external issues
  • Ability to develop and maintain high quality interpersonal relationships with stakeholders at all levels, both within and outside the Fund
  • Dedication to excellent customer service
  • A collaborative, 'team player' attitude
  • High level of attention to detail with the ability to identify issues and areas for improvement through analysis
  • Innovative, creative, and curious mindset
  • Willingness to believe in and work towards the enterprise purpose and vision

More than a set of skills, we are looking for someone who is curious, collaborative, great at communicating, and is always willing to learn.

What you'll get in return

You will be working with a People Leader who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first.

We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012). We are committed to the recruitment, development, and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you.

All roles can flex at AustralianSuper, and we are happy to discuss what this can look like for you. Please talk to us about the flexibility you are seeking, and we will explore what is possible for this role.

Other benefits include a competitive salary, genuine flexible working arrangements, income protection insurance and generous leave entitlements.

What's next

Please apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Progress, powered by purpose.

Agencies please note: this vacancy is being managed directly by AustralianSuper's Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.

You’ve got this!