ServiceNow Team Leader | Product Owner

  • Canberra ACT, Australia
  • Full-time
  • Job Type: Permanent

Company Description

We’re a large scale complex systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re growing fast.

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

At Leidos, we’ve built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.

Job Description

Our ServiceNow central operations team provides a range of ServiceNow capabilities to our internal and external ServiceNow customers. We are looking for a Team Lead to oversee technical resources delivering services across various parts of the ServiceNow platform including ITSM, ITBM and ITOM.

As the Team Lead and Product Owner, you’ll be responsible for working with our Defence customer, helping to create solutions oversight, direction and management platform integration and other O&M tasks, with varying degrees of complexity.

Duties – What you’ll be doing

  • Some of the specific duties you’ll be performing in this role include:
  • Lead the execution of ServiceNow as a Service sustainment capability
  • Connect and work effectively with the Product Architects, security  and technical teams to ensure the ServiceNow platform is continuously cyber security compliant,  fit for purpose and achieving high levels of value from investment
  • Drive automation and orchestrating, ensuring ServiceNow provides optimal day-to-day execution through streamline, efficient and effective ServiceNow operations.
  • Manage licence and cost optimisation, including capability and demand forecasting, licence reporting, and budget management 
  • Manage reliability and available for the ServiceNow platform and integrations, actively work to improve and optimise integration of data into ServiceNow from various applications and technology systems.
  • Leading and managing a team of ServiceNow technical resources, including engineers, developers, and business analysts (team of 5-10 resources)
  • Own the team and their output. Foster improvement, guide and oversee the development of ServiceNow capabilities, influence pride and quality.
  • Champion low-code and no-code maturity of the organisation. Allowing other non-technical teams to improve their own areas by leveraging the platform and its capabilities.
  • Provide hands-on leadership to ensure workload management, Service Levels attainment, achievement  of timelines and other deliverables
  • Work directly with our Support teams and Business Stakeholders to understand interactions that best support our business to self-service, automation and process needs.
  • Ensure high standards of documentation and process compliance across the delivery team, ensure that all architectural artefacts and deliverables in the responsibility areas are developed to the highest quality standards
  • Plan and Manage an Evergreen platform, continuous update and upgrade of current platform, available plug-in, and integration capability. Engage with the vendor and liaise with other internal SMEs to continually ensure a best practice implementation of the system is maintained.
  • Continually conducting research and development of new or improved plugins and capabilities relating to the platform.
  • Coordinate day-to-day tasks and Improvements, ensuring adequate levels of resource scheduling to meet workload demand 
  • Provide operational reporting, analysis and Identify areas of improvement for the various team processes, provide solutions and see them through to completion. Repeat as necessary with a CSI/ Innovation mindset.
  • Be a point of escalation for our customer and for technical staff, helping to remove obstacles and provide/find solutions when needed
  • Function as a liaison to the customers, stakeholders and functional leads across the program.
  • Oversee projects to ensure deadlines are met, schedules are current and objectives are met, documenting and sharing with appropriate staff on a regular basis
  • Directly interface with end-users, stakeholders and process owners, helping to document desired business outcomes, matching proposed solutions and verifying that project objectives are fulfilled.
  • Provide frequent communications to all stakeholders
  • Manage an agile pipeline of work delivery, with frequent communications to all stakeholders
  • Provide technical expertise at engineering governance and other forums to ensure best outcome solutions and initiatives are achieved.
  • Provide expert ServiceNow knowledge and skills analysis relating to the system to workforce planning team and training and development to ensure desired levels of experience are proactively met through hiring, training, organised engagement and professional industry event attendance for key personnel.



Skills and Qualifications

  • Bachelor’s degree in computer information systems or a related combination of education and experience
  • Must complete EHS assigned regulatory training for work area as described by PSM’s EHS Training Matrix


  • Experience with ServiceNow administration or experienced in IT Support platforms, such as Remedy or  
  • 5 + years in team leadership or team management roles
  • Experience with ITSM  
  • Strong technical skills and problem-solving abilit
  • Enterprise-class infrastructure and systems
  • Passion and experience for metrics, reporting, analytics, and automation
  • Experience with scoping business requirements, developing improved processes and implementation of automation and orchestration capabilities 
  • Experience working with Legal and HR Stakeholders
  • Process-oriented thinking, strong planning and project management skills
  • Attention to detail
  • Team player with the ability to work independently
  • Goal oriented with a track record of driving through to completion meeting deadlines
  • Excellent communication (written and oral) and interpersonal skills
  • Desire to work in an information systems environment

This role requires the successful applicant to be an Australian Citizen and hold, or be able to obtain an NV1 security clearance

Additional Information

Attributes – About you

This position will embrace both product leaders and technical skills. This role is suited for a skilled and hard-working individual who possesses strong leadership and interpersonal skills, and who is passionate about delivering end-to-end customer-driven solutions. The successful candidates will have to tackle complex problems requiring a creative mindset to find innovative and elegant solutions. They will also have to manage vendor relations, staffing, software selection, and overall coordination with the other IT/ITSM groups across our businesses.  

You demonstrate attention to detail in your approach to solving problems and deliver work products. You take accountability for outcomes and those of your team. You work well in an environment where you and your team have a proactive and agile way of operating. As a self-directed individual you don’t tend to wait for management direction to implement improvements or best practice.  You take a collaborative approach, while also having strong judgement decision making and technical leadership.

Finally, you pride yourself on excellence, everything you build and touch should be secure, consistent, repeatable, and scalable.

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