Senior Engineer - ServiceNow

Why this role exists:

The Senior Engineer - ServiceNow delivers end-to-end technical configuration, development, integration, and platform design within an engineering pod. The role ensures that ServiceNow solutions across ITSM, ITOM, HRSD, CSM, SecOps, or GRC align with platform-standard design patterns, remain upgrade-safe, and drive operational efficiency.

By balancing out-of-the-box functionality against custom build requirements, the role provides strong technical judgment to simplify processes and reduce technical debt. It contributes to platform-wide standards and elevates pod engineering practices through technical guidance, code review, and active collaboration.

Where you will make a difference:

In this role you will:

Platform Solution Design and Delivery:

• Translate complex business requirements into maintainable, upgrade-safe ServiceNow architecture and designs.
• Configure and build across core platform capabilities including Flow Designer, Service Portal, Service Catalogue, scoped applications, and reporting.
• Evaluate and defend configure-versus-customise decisions, maintaining detailed documentation for platform choices.
• Design platform integrations using standard IntegrationHub patterns and spokes, avoiding bespoke middleware where platform capabilities exist.

Pod Contribution and Execution:

• Work as an active member of an engineering pod, contributing to sprint planning, estimation, and backlog refinement.
• Take shared ownership of end-to-end pod deliverables, extending focus beyond the ServiceNow boundary to achieve target business outcomes.
• Provide honest estimates of technical risk and effort during sprint commitments.
• Identify and raise technical blockers and risks early to minimise delivery impact.
• Pick up tasks outside the immediate ServiceNow boundary as pod needs require and capability allows.
• Leverage AI-assisted engineering tools as standard practice during code generation, test automation, and refactoring, maintaining rigorous human peer review as the commit gate.

Quality Assurance and Testing:

• Build and maintain Automated Test Framework (ATF) test suites to protect regression-critical workflows.
• Conduct peer code reviews, ensuring strict adherence to update set hygiene, environment management, and deployment standards.
• Enforce the pod's Definition of Done across all technical deliverables.

Platform Support and Operations:

• Provide senior support for production ServiceNow instances, driving incident resolution, problem investigation, and permanent fixes.
• Perform routine platform administration including access controls, instance configuration, and performance tuning.
• Participate in platform upgrade cycles through impact assessments, remediation, and regression testing.
• Follow ITIL incident, problem, and change management practices.

Continuous Improvement and Capability Building:

• Mentor engineers through code reviews, technical pairing, and solution walkthroughs to build platform capability.
• Cross-skill into adjacent technology domains such as integration, automation, testing, and cloud as pod needs evolve.
• Document system design patterns and operational knowledge to reduce single-point dependency risks.
• Research new ServiceNow features to identify opportunities for process simplification, automation, and technical debt reduction.

Who you will be working with:

• Pod Teams: Collaborate with Product Orchestrators and other engineers to design and deliver features.
• Platform Engineering Teams: Liaise with Platform, Domain Architecture, Security, and Service Management teams to ensure architectural alignment.
• Business Stakeholders: Engage with business process owners to refine requirements and translate operational needs into solution designs.
• External Technology Vendors: Liaise with ServiceNow specialists, implementation partners, and support vendors to resolve platform issues.

What success looks like:

• Solution Quality: ServiceNow solutions are delivered upgrade-safe, maintainable, well-documented, and aligned to standard platform design patterns.
• Delivery Reliability: Sprint commitments are consistently met with high-quality technical execution and low defect rates.
• Operational Resilience: Production incidents are investigated and resolved efficiently, with ATF suites minimising upgrade regression impact.
• Engineering Standards: Peer reviews and technical guidance lead to high standards of update set hygiene and code quality across the pod.
• Demonstrates behaviours aligned to Officeworks values, contributing to a respectful, inclusive and high-performing culture.

How you will lead:

Individual Contributor:

• Lives our Officeworks values and behaviours
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop
• Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong

Our Values:

Our values shape the way we work, our behaviours and how we interact with each other, our customers, suppliers and communities.

We begin with customer:

• We start with our customer needs in every decision.
• We offer simple, helpful and affordable solutions.
• We listen, learn and continuously improve.

We do the right thing:

• We lead with integrity and care for our team communities and planet.
• We work together safely and treat everyone with respect, inclusion, and trust.
• We collaborate across teams and think Officeworks-wide.

We execute with accountability:

• We are accountable for our decisions, actions, results, and mistakes.
• We stay across the details and focus on delivering what matters.
• We move with pace and agility to deliver outcomes.

We lead with ambition:

• We set bold ambitions that help us to win and transform.
• We are courageous with new ideas.
• We focus on transformation, not incremental steps.

Qualifications and work experience:

Essential:

• Education: Tertiary degree in Information Technology, Computer Science, or a related field.
• Certification: Certified ServiceNow System Administrator (CSA).
• RPA (1-2 Yrs hands on exp required)
• Experience: Minimum of 6+ years hands-on experience configuring and developing on the ServiceNow platform in production environments.
• Product Depth: Demonstrated experience across ITSM and at least Two additional product area (ITOM, HRSD, CSM, SecOps, or GRC).
• Integration Skills: Hands-on experience developing REST/SOAP integrations using IntegrationHub, spokes, and MID Servers.
• Technical Development: Proficiency in JavaScript, HTML/CSS, JSON, XML, business rules, client scripts, and Service Portal.
• Quality Assurance: Applied experience using the Automated Test Framework (ATF) for test automation.
• Delivery Practice: Practical experience working in Agile, Scrum, or Kanban team structures.
• Continuous Support: Experience resolving complex incidents within ITIL-aligned incident and problem management environments, with a track record of driving root cause remediation.
• Advanced Certifications: Certified Application Developer (CAD) or Certified Implementation Specialist (CIS).

Good to Have:

• Retail Context: Experience within retail, omnichannel, or fast-paced commercial environments.
• Modern Tooling: Experience working with AI-assisted engineering tools and automated test frameworks.