Senior ITSM Analyst (ITSM Tools) (Temporary 12 months opportunity)

You can influence outcomes and meet diverse challenges.

If finding complex technological solutions is your game, we've got the team for you. You're going to help us create seamless operations that result in efficiency for millions of customers.

In this role, you'll:
Be part of a dynamic and collaborative team focussing on our ServiceNow (MyTransport) platform. You will play a critical role in ensuring the platform’s stability, scalability and integrity by supporting day-to-day operations. You’ll help deliver solutions that align with business objectives, and act as a key liaison between technical teams and business stakeholders to drive continuous improvement and innovation.

Your key responsibilities will include:
• Respond to and resolve technical queries and incidents raised by users and the support team, ensuring timely and effective solutions

• Assist in implementing enhancements on the ServiceNow platform to meet evolving business needs and ensuring high performance, maintainability, alignment to policies, frameworks and best practices.

• Work with business users to understand their requirements, help validate feasibility within the platform and contribute to solution design

• Provide guidance to end users on how to effectively use ServiceNow features, helping them understand platform capabilities and limitations.

• Document changes, configurations and support procedures to ensure knowledge is shared and retained within the team.

• Collaborate with other administrators, developers an stakeholders to identify opportunities for platform optimisation and improved service delivery.            

For more information on this position and business unit, view the role description and information pack.

About you
You’re a capable and detail-oriented ITSM (Service Now) professional with growing experience in delivering results in complex environments. You’ve supported multiple initiatives simultaneously and developed solid skills in mitiagting risks and ensuring process improvement., Strong experience in Service Now System administration would be essential in this role.  Knowledge across a broad range of platform products, applications, features and capability e.g. ITSM, ITBM, HR, App Engine, Base platform features would set you up for success in the role.

You are a strong communicator with great stakeholder engagement and vendor coordination skills. With an analytical and proactive mindset and an eagerness to learn, you thrive in dynamic settings and bring clarity, organisation, and enthusiasm to every task. 

Who we are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day. 

#LI-Hybrid

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days.

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Monday, 14 July 2025.

For more information about this role, please contact SHEFALI.UPPAL@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us. 

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