For future potential jobs, please send your CV along with a one-page pitch (both in MS Word format) for contracting roles via email to info@eworldwatch.com within Australian Federal Government agencies, provisioned through www.buyict.gov.au
ONE Senior Snr ServiceNow admin System Administrator
- RFQ ID: LH-06390
- RFQ closing date: Monday, 11 May 2026 • 11:59pm, Canberra time
- Buyer: Australian Digital Health Agency
- Estimated start date: Monday, 01 June 2026
- Initial contract duration: 12 months
- Extension term: 12 months, Number of extensions: 2
- Experience level: Senior – EL1 equivalent
- Location of work: QLD, ACT, NSW
- Working arrangements: Hybrid
- Maximum hours: 12 hours per day
- Security clearance: Must be able to obtain Baseline
Job details
The Senior ServiceNow administrator provides expert technical ServiceNow administration support for the Agency’s ServiceNow platform. The ServiceNow Team, ensures the effective implementation, management, and continuous improvement of the ServiceNow platform to support the Agency’s service management objectives. The role is empowered as a leader within the ServiceNow team; and will be focused on continual delivery, collaboration and support to ensure a safe, secure, compliant platform, along with enhancing user experience across its broad customer base. This role will develop, implement, and maintain enterprise-scale ServiceNow solutions across various modules. Leveraging various principles, this role will ensure smooth deployments, manage processes, and collaborate with stakeholders to deliver seamless, impactful solutions.
- Provide leadership in the administration and maintenance of the ServiceNow platform, ensuring technical support including triage, analysis, service restoration, request fulfilment, defect fixing and minor enhancements of the ServiceNow platform driving optimal health, compliance, and performance.
- Implementing platform upgrades, releases, patches & hot fixes across ServiceNow environments according to the implemented SDLC best practice framework ensuring environments are controlled and auditable throughout the development and testing cycles.
- Build and support design, integration, and automation of ServiceNow platform features and capabilities. Configure and test new features, components, and integrations, driving measurable improvements.
- Provide training and support, while addressing technical issues proactively across administration and maintenance.
- Coordinate and undertake detailed or sensitive projects that impact on the strategic, political or operational outcomes of the agency.
Key duties and responsibilities
Key responsibilities:
- Demonstrated high-level experience in ServiceNow development, ServiceNow certified System Administrator. ServiceNow experience should include analysis, design, development, testing, implementation, documentation and support across ITSM, ITOM, HR products, SPM, and platform security and a thorough understanding of the SDLC
- Develop and maintain internal documentation, policies, and procedures, inclusive of knowledge articles required for the support and maintenance of new, enhanced and changed application software.
- Excellent problem analysis, root cause diagnosis, and solving skills, with the ability to analyse production incidents and lead and work effectively as part of a team of experts to resolve multi-functional problems
- Proven ability to engage effectively with diverse stakeholders and ITSM process owners, providing expert process advice, guidance, and facilitation with regard to ServiceNow best practice development, platform, methodology and solution architecture while remaining focused on business needs
- High level of working knowledge and/or training in IT customer service delivery (ITSM/ITIL), experience in Agile project management and Quality Assurance practices
- Expertise in optimizing Service Catalogue forms, ensuring automation, and utilizing analytics tools like Performance, Platform, and User Experience Analytics.
- Familiarity with ITIL processes and guidelines, with experience in business analysis, project management, training, and support for ServiceNow implementation.
- SDLC project delivery.
- Assessing business requirements and developing technical solutions.
- Support ServiceNow developers resource management and allocation to project work.
- Laise with executives, business stakeholders and lead governance as required.
- Any other responsibilities as directed by the Buyer.
Familiarity with ITIL processes and guidelines, with experience in business analysis, project management, training, and support for ServiceNow implementation.
Technical skills
ITIL v4 ServiceNow certification
About the team
The team consists of resources providing BAU and sustainment support for the ServiceNow platform, as well as leading project delivery. The roles and responsibilities vary between team members based on strategic priorities and tactical outlook. Team works in a fast paced, evolving environment driven by end user or business area demand and Agency wide adoption of the platform.
About the organisation
The need for a connected healthcare system is greater than ever – one that’s accessible, progressive and secure. Better use of data and technology is helping people live healthier lives, with greater control and better access to important health information. Tasked with improving health outcomes for Australians through the delivery of digital healthcare systems and the National Digital Health Strategy for Australia, the Australian Digital Health Agency (the Agency) commenced operations on 1 July 2016. The Agency is responsible for national digital health services and systems, with a focus on engagement, innovation, clinical quality, and safety. Our focus is on getting data and technology to work for patients, consumers and the healthcare professionals who look after them.
Criteria
The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters.
Essential criteria
Weighting
- ServiceNow Platform Administration & Integration Capability: Demonstrated experience administering the ServiceNow platform across multiple modules and environments, including complex system integrations. Includes technical certifications, skills and experience in overall platform management. Weighting: 25%
- Hands On Development & SDLC Delivery Experience: Proven ability to deliver hands on development across multiple ServiceNow models while operating within structured delivery frameworks. Weighting: 25%
- Documentation, Architecture & Process Design Capability: Ability to produce and maintain clear, high-quality documentation that supports platform sustainability and knowledge transfer. Weighting: 25%
- Project Delivery, Stakeholder Management & Value for Money: Demonstrated value for money through effective contribution to ServiceNow project delivery, including efficient management of resources, stakeholders, and cost impacts.Weighting: 25%