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About the Role
The Australian Federal Police (AFP) is seeking qualified applicants for the role of Technical Lead ServiceNow Customer Service Management (CSM). This position is within the Foundation Capability Systems section, Enterprise & Policing Systems Branch, Chief Information Officer Command. The team supports, maintains, and enhances the ServiceNow CSM platform and related systems using Agile methodologies. The Technical Lead will collaborate with the Team Leader to guide a scrum team in delivering business value and technical capabilities, providing technical advice, developing solutions, managing change, and fostering a supportive culture.
Responsibilities
- Provide expert technical advice on all aspects of the ServiceNow CSM platform to team members, leadership, and stakeholders.
- Support the CSM Team Leader in liaising with AFP business units and Product Owners on CSM functionality and technical capability delivery.
- Undertake ServiceNow configuration and administration, including support, design, configuration, patching, system upgrades, development, and testing.
- Manage system complexity and deliver outputs within specified timeframes and quality.
- Build and sustain relationships with internal and external stakeholders.
- Act as a technical leader and point of escalation for the team to understand and remediate complex issues.
- Develop, mentor, and train team members in ServiceNow CSM.
- Maintain currency in information technology processes and technical knowledge through ongoing professional development.
Requirements
- Must be an Australian Citizen at the time of application.
- Must possess or be able to obtain a Negative Vetting 1 (Secret) security clearance.
- Relevant qualification or extensive experience and expertise in Information Technology or a closely related field.
- Experience administering and developing on the ServiceNow platform.
- Experience with ServiceNow CSM, ITSM, or related modules.
- Experience leading technical teams in an Agile environment.
- Excellent written and verbal communication skills, with the ability to translate between business and technical stakeholders.
- Ability to identify opportunities for change and lead continuous improvement initiatives.
- Resume/CV detailing work history, responsibilities, and achievements.
- Applicant pitch (maximum two pages) addressing selection criteria, role requirements, and work level standards.
- Complete an Employment Suitability Questionnaire (ESQ).
- Provide a traffic history check and proof of Australian citizenship.
- Have fingerprints taken if an offer of employment is made.
- Undertake mandatory drug testing.
- Satisfactorily undertake a security clearance.
Skills
- ServiceNow CSM
- ServiceNow platform administration and development
- Agile methodologies
- Technical leadership
- Stakeholder management
- Problem-solving
- Mentoring and training
- Continuous improvement
- Written and verbal communication
Location
- Various capital cities in Australia
- Canberra, ACT (reporting location)
Work Type
- Ongoing Full time
- Hybrid working arrangements
Experience Level
- Technical Lead
Education Level
- Relevant qualification or extensive experience and expertise in Information Technology or closely related field
Salary/Compensations
- $132,185.00 - $143,883.00
Benefits
- Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
- 4 extra days of mandatory rest leave per year
- 18 days of paid personal leave per year
- Generous superannuation of 15.4%
- 18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
- Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
- Flexible and hybrid working arrangements that support work-life balance
- Health & wellbeing services
- Access to ongoing training and professional development opportunities
About the Company
- The mission of the Australian Federal Police (AFP) is to provide dynamic and effective law enforcement to the people of Australia.
- The AFP provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.
- Working for the AFP provides you with a diverse and rewarding career.
- The work you do makes a big impact on the people of Australia.
- We’re committed to looking after you, with some of the best benefits and conditions in the industry.
Equal Opportunity
- We value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger.
- We encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.