Senior Engineer - ServiceNow Development

About Officeworks:

Officeworks purpose is we bringbig ideas to life at low prices. It's how we create shared value for customers, team members, suppliers, communities and shareholders.

We are Australia's leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create, and Geeks2U.

Our products and services provide solutions to our diverse range of customers across Australia from households, students, small to large sized businesses, governments and schools.

Our culture is built on beginning with customer, doing the right thing, executing with accountability, and leading with ambition. We are one team who are proud to wear the blues and deliver for our customers:

We are an inclusive, forward-thinking organization where diverse perspectives enable innovation, continuous improvement and better outcomes for our customers and teams. The work we do plays an important role in helping Australians work, learn, create and connect.

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-customize 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 minimize 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 minimizing 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.