ServiceNow Support Analyst

An exciting opportunity is available at the Department of Education for a ServiceNow Support Analyst to assist with the support, development, and maintenance of the platform and the hosted applications. You will continue to build on your experience and knowledge of system administration, configuration, troubleshooting, and issue resolution on the platform.
This role will work closely with senior developers and other team members to develop and support ServiceNow solutions across the entire application development lifecycle. Our team prides itself on a fun and inclusive culture, with team members passionate about providing service excellence, and building fit for purpose solutions to support our corporate and school staff.

About the Role

An exciting opportunity is available at the Department of Education for a ServiceNow Support Analyst to assist with the support, development, and maintenance of the platform and the hosted applications. You will continue to build on your experience and knowledge of system administration, configuration, troubleshooting, and issue resolution on the platform.

This role will work closely with senior developers and other team members to develop and support ServiceNow solutions across the entire application development lifecycle. Our team prides itself on a fun and inclusive culture, with team members passionate about providing service excellence, and building fit for purpose solutions to support our corporate and school staff.

This is a Fixed Term Full-time opportunity until 30 June 2028.

Skills, Experience and Qualifications

To be successful in the ServiceNow Support Analyst role you will be able to demonstrate your passion, skills and experience across the following:

• Understanding of ServiceNow tables, fields, forms, lists, business rules, client scripts, UI policies, workflows/flows and access controls.
• Demonstrated ability to undertake simple ServiceNow configuration and development tasks under established standards and guidance.
• Understanding of software development and testing practices, including requirements analysis, development, testing and deployment.
• Demonstrated ability to triage, queue manage, troubleshoot and resolve straightforward ServiceNow platform and application issues.
• Understanding of IT service management principles (ITIL), particularly incident, request, problem and change management.
• Experience working in an Agile/Scrum development environment.
• Good analytical and problem-solving skills.
• Ability to manage and prioritise competing tasks.
• Good written and verbal communication skills.
• Ability to work collaboratively with developers, technical specialists and business stakeholders.
• Commitment to information security, privacy and appropriate handling of organisational information.

You will also ideally have (desirable):

• ServiceNow Certified System Administrator (CSA) or other relevant certifications
• Experience with JavaScript and web technologies such as HTML/CSS.
• Experience with ServiceNow Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies and ACLs.
• Experience developing or maintaining ServiceNow catalogue items, record producers, forms and workflows.
• Experience with automated testing, particularly Automated Test Framework (ATF).
• Experience working with ServiceNow update sets, application repositories or other ServiceNow deployment mechanisms.
• ITIL Foundation certification or equivalent knowledge.
• Relevant tertiary qualification in IT, computer science, information systems or a related discipline.

Why this role?

This opportunity offers exposure to senior leadership, involvement in large-scale digital transformation, and the chance to make a meaningful contribution to outcomes that impact students, educators and communities across Victoria.

You'll be part of a collaborative, high-performing environment where initiative is valued, ideas are welcomed, and your work makes a real difference.

What you'll bring

You are a proactive, highly organised professional who thrives in a fast-paced, complex environment and enjoys working at the centre of decision-making.

Mandatory skills and experience:

• Demonstrated experience in executive administration or business support within a complex organisation
• Proven abilit y to provide high-level executive support in a multi-stakeholder environment
• Strong organisational skills, with the ability to manage competing priorities, workflows and deadlines with minimal supervision
• Excellent communication skills, with the ability to exercise sound judgement and maintain confidentiality
• Experience supporting governance processes, including meeting coordination, record-keeping and compliance
• Proficiency in Microsoft 365, including document and records management systems such as SharePoint
• Demonstrated ability to identify and implement process improvements using digital tools and data
• Strong interpersonal skills, with the ability to build productive working relationships and contribute to a positive team culture

About us

At the centre of this work is the Information Management and Technology Division (IMTD) a dynamic and forward-thinking division delivering technology services at scale. Supporting over 1,500 government schools, 50,000 teachers, 650,000 students and 6,000 corporate staff, IMTD drives the department's digital capability, business systems and digital transformation agenda. Working in an agile environment, the division focuses on user experience, security, and integration, delivering innovative solutions across cloud infrastructure, enterprise platforms, information management, artificial intelligence and software services.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems.

How to Apply

Please click the Apply Now button on this advertisement.

Applications should include a cover letter which addresses the key selection criteria (no longer than 2 pages) and resume.

Further Information

For more details regarding this position please see attached position description.

The Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. 

For further information pertaining to the role, please contact Leon Hooken at ************@education.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on Monday, 14 September 2026.