• Support and sustain one of Airservices’ most critical digital platforms, ensuring continuity, stability and high‑quality service outcomes.
• Full-time permanent opportunity with WFH options
• Location: Brisbane, Canberra, Melbourne or Sydney

The Organisation:

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As our Senior ServiceNow Support Specialist, you will play a vital operational role in maintaining the stability, performance and reliability of Airservices’ ServiceNow platform. You will act as first‑line support for incidents, problems and changes across the ITSM suite, manage routine platform administration, and ensure data and configuration integrity across environments. You will also monitor platform health, support upgrades and clones, maintain CMDB accuracy, and assist in deploying changes through lower environments into production.

You will work within the Digital Technology Platforms team—a collaborative, service‑focused group committed to delivering dependable technology services that underpin national aviation operations. The team values ownership, accountability and continuous improvement, and take pride in supporting platforms that are essential to Australia’s transport infrastructure.

• First‑line operational support across ServiceNow platform specific incidents, problems and changes.
• Full operational responsibility for ServiceNow service continuity.
• Monitoring platform health, resolving issues and escalating where needed.
• Routine administrative tasks including role management, configuration changes and UI policy maintenance.
• Supporting upgrades, patching and environment cloning activities.
• Supporting CMDB data integrity and catalogue/workflow troubleshooting.
• Participating in deployment activities and supporting test phases.
• Maintaining documentation, guides and enforcing platform governance.

 Position_Description__Senior_ServiceNow_Support_Specialist .pdf

The Person

You are proactive, technically curious and driven by providing reliable support. You enjoy troubleshooting, problem‑solving and working in a team where collaboration and service excellence matter. You communicate clearly, manage competing priorities effectively, and take pride in maintaining a critical enterprise platform.

Mandatory Skills & Qualifications

• Strong experience supporting, configuring and administering the ServiceNow platform.
• Ability to debug complex scripts and platform logic.
• Hands‑on experience with catalogue items, workflows, business rules and troubleshooting.
• Strong scripting skills (JavaScript, HTML, AngularJS).
• Understanding of ITIL processes, especially Incident, Problem, Change and Request.
• Experience with platform administration (roles, groups, tables, fields, update sets).
• Experience with upgrades and environment cloning.
• Familiarity with CMDB, Service Catalogue and ACLs.
• Certified ServiceNow System Administrator (CSA).
• Ability to attain NV1 Security Clearance.

Desirable Skills & Attributes

• Experience supporting ServiceNow upgrades and multi‑environment management.
• Familiarity with Flow Designer, Performance Analytics or Integration Hub.
• Knowledge of cloning best practices (pre‑ and post‑clone).
• Strong troubleshooting and documentation abilities.
• Ability to manage competing operational priorities.
• Experience supporting 24/7 high‑availability platforms.

Security

To be eligible to apply, you must be an Australian Citizen as an NV1 Security Clearance is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Should you require any further information please contact Neethu Stephen – Talent Advisor at Neethuana.Stephen@airservicesaustralia.com

How to Apply

Please lodge your application online before 11:55pm (AEST), Sunday 12th April 2026 at 11:55PM

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