The primary accountabilities of the role include:
- Operational Support: Manage the daily operations of the Service Now infrastructure module, acting as the primary point of contact for request review and triage.
- Customer Liaison: Engage with business customers to clarify requirements, provide updates on requests, and ensure high-quality service delivery.
- Administrative Control: Ensure appropriate treatment, logging, and documentation of all requests, ensuring they are accurately allocated to relevant technical teams.
- Decision Support: Manage the end-to-end decision-making process for incoming requests and prepare necessary documentation for approvals.
2. Process Development & Standardisation
- Workflow Design: Develop and standardise Service Now processes across multiple functional areas, ensuring disparate request types are brought into a unified decision workflow.
- Mapping & Documentation: Map current state processes and design future state workflows in Service Now.
3. System Improvement & Strategic Preparation
- Efficiency Analysis: Identify bottlenecks and inefficiency points in existing Service Now workflows to enhance performance.
- Improvement Log: Create and maintain an improvement log to track system efficiency issues, tracking, reporting, and recording for future system upgrades/uplift.
4. Systems & Administrative Alignment
- Gap Analysis: Identify and document administrative tasks that currently occur outside of Service Now (e.g., manual spreadsheet tracking, email approvals, meeting minutes).
- Workflow Integration: Map how these "offline" activities interface with Service Now to ensure data integrity and end-to-end visibility of the request lifecycle.
- Governance Framework: Establish clear handover points and responsibilities for processes that jump in and out of the platform to prevent "process friction" or data silos.
- Standard Operating Procedures (SOPs): Draft SOPs that define how external administrative steps must be completed to trigger or conclude Service Now actions
5. Governance & Decision Management
- End-to-End Oversight: Act as the central point of accountability for managing the decision-making lifecycle of all Infrastructure requests.
- Facilitation: Proactively drive the decision process by coordinating with key stakeholders, ensuring all required information is gathered to enable informed decision-making.
- Secretariat Support: Prepare high-quality briefing materials, decision papers, and supporting documentation required for various governance forums or delegated authority sign-offs.
- Audit Trail: Ensure all decisions made (both within and outside Service Now) are accurately recorded, timestamped, and linked to the relevant record for compliance and reporting.
6. Training & Development
- Documentation Creation: Develop detailed training packs, user guides, and FAQs for various stakeholders, including infrastructure teams, end-users, and senior leadership.
- Adoption Facilitation: Facilitate workshops to train users on new Service Now processes
What this role offers you
- Initial 6-month assignment, possible extension
- $86 per hour + 12% Superannuation (PAYG Agency Contractor)
- 38 hours per week, Monday to Friday
- Weekly pay cycles
- Specialist Kingston Human Capital Consultants supporting your onboarding and journey
What you need to do now:
We are shortlisting immediately, so do not delay your application.
Click APPLY NOW and upload your resume in MS Word format. We encourage candidates to include a tailored cover letter highlighting relevant Business Systems Analyst experience aligned to the role requirements.
If you have any questions prior to applying, please contact:
Celeste Toledo
Talent Acquisition Specialist - Government Recruitment
celeste@kingstonhumancapital.com.au
07 3088 4610
