POSITION TITLE : L3 - Engineer (ServiceNow)

LOCATION : Digital Campus

IDP is a leader in global education services, helping people achieve their international education goals. An Australian-listed company, we operate in more than 50 countries around the world. IDP Education Ltd is the proud co-owner of IELTS (International English Language Testing System), the worlds most popular high stakes English language proficiency test.

We are driven by values of Community, Caring, Expertise, Integrity and Quality. These values are embodied by our people, our customers and our work.

Our team is comprised of over 6,500 people of various nationalities, ages and cultural backgrounds. It is this diversity and experience that enables our success and motivates our continuous investment in our team's personal and professional development.

To learn more about us and our various service lines, please visit https ://www.careers.idp.com/what-we-do

POSITION PURPOSE :

As a ServiceNow Senior Developer you will play a pivotal technical leadership role within the AI in Ops programme.

Responsible for designing and building a scalable ServiceNow platform foundation, while governing core ITSM capabilities across AI agents, intelligent automation, knowledge, data integration, and governance layers.

This role directly enables the AI in Ops vision : translating strategic intent into production-grade ServiceNow solutions that move the operations function from reactive human-run processes toward AI-autonomous, self-governing operations.

We are building a culture where AI and humans collaborate at pace. We expect the following behavioral standards :

- Think in outcomes, not outputs - every feature must map to a measurable operations improvement

- Build for auditability - AI decisions on the platform must be explainable and logged

- Own the platform end-to-end - from architecture to production support and incident response

- Teach and scale - document decisions, run knowledge sharing sessions and uplift team capability

- Challenge constructively - raise architectural risks early and propose alternatives, not just problems

ACCOUNTABILITIES :

- Own end-to-end solution architecture for ServiceNow ITSM, ITOM, CSM and AI capabilities

- Produce HLD and LLD artefacts including data models, integration patterns, API contracts and AI workflow blueprints

- Identify gaps in the foundational elements and close the gaps to scale to deliver value

- Deliver Intelligent Automation capabilities

- Evaluate and adopt emerging ServiceNow AI capabilities including Now Assist, Vancouver/Xanadu AI features, and agentic automation building

- Establish Data & Integration Foundation (CMDB & Topology Graph - CI relationships, service maps, dependency chains, Integration & API Gateway - bidirectional connectors, event bus, webhook management, Observability & Monitoring integration - metrics, logs, traces, real-time event ingestion)

- Implement Governance & Value Realisation controls on the ServiceNow platform :

1. AI Consumption & Usage Dashboard - real-time visibility of token usage and cost per function

2. Cost Attribution - showback/chargeback, budget guardrails, cost optimisation

3. Benefit Realisation - OKR/KPI dashboards mapping AI capability to measurable outcomes

- Champion platform governance : security, compliance, access management and audit trail integrity

- Ensure AI model outputs are observable, explainable and auditable within ServiceNow workflows

- Lead platform reviews, code reviews, architectural decision records (ADRs) and technical spikes

- Collaborate with Product Owners, Ops leaders and AI/ML engineers to translate requirements into platform capabilities

- Present architectural options and trade-offs to senior stakeholders; influence platform investment roadmap

- Act as ServiceNow SME across DevOps, Agile delivery and AI programme governance forums

WHAT WE'RE LOOKING FOR :

Essential Requirements :

- 7+ years in ServiceNow development and configuration

- 3+ years as a technical lead capacity on enterprise ServiceNow programmes

- Proven delivery of ITSM / ITOM implementations at enterprise scale

- Hands-on experience with ServiceNow AI/ML features : Predictive Intelligence, Virtual Agent, Now Assist

- Track record of integrating ServiceNow with monitoring, observability and cloud platforms

- Experience in managing platform standards

- ServiceNow Certified Application Developer (CAD) or any other higher certifications

Highly Desirable :

- Experience designing agentic / AI-autonomous workflows on ServiceNow

- Familiarity with RAG, vector search or LLM integration patterns

- Exposure to multi-cloud observability toolchains (AWS / Splunk)

- Experience implementing CMDB governance and service mapping at scale

TECHNICAL SKILLS & CAPABILITIES :

Core ServiceNow Platform :

ServiceNow Development :

- Flow Designer, Integration Hub, Scripted REST APIs

- Business Rules, Client Scripts, UI Actions, ACLs

- App Engine Studio, Scoped Applications

- ATF (Automated Test Framework), Instance Strategy

ITSM / ITOM / CMDB :

- ITSM Pro - Incident, Change, Problem, CMDB

- ITOM Visibility, Event Management, Health Log Analytics

- Discovery, Service Mapping, Dependency Views

- SLA Engine, Escalation Rules, Assignment Logic

AI & Automation Capabilities :

Now Assist & AI Platform :

- Now Assist for ITSM, Virtual Agent NLU/NLP

- AI Search, Predictive Intelligence

- Decision Builder, Process Automation Designer

- GenAI prompt engineering and AI skill configuration

Agentic & Orchestration :

- Workflow Orchestration, Runbook Automation

- Event-driven architecture and trigger patterns

- MID Server, Probe/Sensor design

- Integration with observability tools (Splunk)

Architecture & Delivery :

Solution Design :

- HLD/LLD, API-first design, data modelling

- Upgrade management

- DevOps pipelines : Git, CI/CD, deployment automation

- Security architecture : OAuth, SAML, RBAC, encryption

Delivery & Governance :

- Agile / SAFe delivery cadence, sprint execution

- Technical debt management, code quality standards

- Stakeholder management, requirements translation

- Value tracking : OKRs, benefit realisation reporting

WORKING AT IDP :

IDP Educations ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business. We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people : their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.