ServiceNow Development Analyst

ServiceNow Development Analyst
Clerk Grade: 7/8; $116,981 - $129,492 plus super
Employment Type: Ongoing, Fulltime
Location: Parramatta, Sydney - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

About Us
The Department of Customer Service (DCS) is a service provider, regulator, and central agency of government. DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.

We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

About this role
We are seeking a skilled ServiceNow Developer to join our dynamic ServiceNow Platform Management team. In this role, you will design, develop, and implement ServiceNow solutions to meet business requirements. You’ll collaborate with stakeholders, administrators, and other developers to maintain and enhance our ServiceNow environment.

Your responsibilities will include:
*Prepare specialised, well-structured code that complies with specifications and standards, as required by the product definition to enable application development in a timely manner Contribute technical expertise to requirements analysis to enhance the quality of the solution design for new or existing applications to ensure fit for purpose
*Complete testing and gather feedback to improve the quality and reduce operational risk of the developed application, ensuring that the risks associated with deployment are adequately understood, documented and recommendations for mitigation strategies are identified to inform decision making
*Undertake post-release activities to develop a base of knowledge to be incorporated in future build and release cycles in compliance with release and change management processes
*Provide 3rd level application support and problem resolution to minimise the impact of application related service outages, complying with incident and problem management processes and service levels
*Identify and explore opportunities for service and business improvement including analysis and response to customer feedback and insights and contribute to ongoing improvements to products and service delivery, recognising the potential for automation of processes

About you
*2–5 years of hands-on experience with ServiceNow development.
*Proficient in JavaScript, HTML, CSS, and ServiceNow Glide scripting.
*Experience with ServiceNow modules such as ITSM, ITOM, SecOps, HRSD.
*Knowledge of REST/SOAP APIs and third-party integrations.
*Strong understanding of ServiceNow best practices and implementation methodologies.
*Excellent problem-solving and communication skills.
*ServiceNow Certified Application Developer (CAD) or ServiceNow System Administrator (CSA) certification preferred.

Benefits
What’s in it for you? Here are just a few of the reasons why DCS is a great place to work:

Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
*Competitive salary range: $116,981 - $129,492 + super, commensurate with experience plus access to salary packaging. Don’t forget 17.5% leave loading!
*State of the art offices in Sydney and Parramatta
*We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to condensed working hours, flex leave, working in a hybrid model or from home. We are all real people with real lives!
*Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised.
*Access to exceptional health and wellbeing benefits (i.e., Fitness Passport and EAP)
*Exciting opportunity to join a progressive and forward-thinking team
*Incomparable leave benefits available – including Flex Leave and Paid Parental leave

How to apply
If this role sounds like you click the apply now button and include a resume (max 5 pages) and cover letter (max 2 pages) outlining how your skills and experience match the role.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

Click Here to access the Role Description .

For enquiries relating to recruitment please contact Bryan Kreltszheim via Bryan.Kreltszheim@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.     

Closing Date: Thursday 24th September 2026 @9.59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace   
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process