Technical Lead - ServiceNow CSM Team

Job Details

EMPLOYMENT TYPE - Ongoing Full time

LOCATION - Various

AFP BAND & SALARY - Band 08 ($132,185.00 - $143,883.00)

JOB REFERENCE NUMBER - 16093

This advertisement is to fill current vacancies and create a merit list for future ongoing or non-ongoing vacancies arising over the next 12 months.

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia. 

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down 
• 4 extra days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement 
• Flexible and hybrid working arrangements that support work-life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?

Applications are sought from suitably qualified applicants wishing to be considered for the role of Technical Lead ServiceNow Customer Service Management (CSM) within the Foundation Capability Systems (FCS) section, Enterprise & Policing Systems (EPS) Branch, Chief Information Officer (CIO) Command.  The Team provides ongoing support, maintenance and enhancements to the ServiceNow CSM platform, and is responsible for both developing and supporting multiple ServiceNow platform-based applications and the relevant interfacing systems utilising Agile methodologies.

The ServiceNow Customer Service Management (CSM) Team is part of the Foundation Capability Systems Section within the Technology Operations & Chief Information Officer Command and is responsible for both developing and supporting the ServiceNow CSM system and the relevant interfacing systems utilising Agile methodologies. The team provides ongoing support, maintenance and enhancements to the ServiceNow platform, primarily within the CSM Module for multiple Product Owners within the AFP.

The Technical Lead will work closely with the Team Leader to assist a multi-disciplinary scrum team focused on delivering business value and technical capabilities to the AFP and associated stakeholders. As a Technical Leader, you play a pivotal role in providing sound technical advice, technical solutions that support the business requirements of the AFP, developing people, managing change and influencing behaviours that lead to a supportive culture that respects the perspectives, talents and value of each individual. Consistent with AFP values, AFP leadership philosophy, organisational reform agenda’s corporate business plans and your Performance Development Agreement, the expectation is that you will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

• Provide expert technical advice on all aspects of the ServiceNow CSM platform to team members, leadership and stakeholders.
• Supporting the CSM Team Leader, liaise with AFP business units and Product Owners on delivery of CSM functionality and technical capability;
• Undertake ServiceNow configuration and administration activities including support, design, configuration, patching, system upgrades, development and testing
• Manage system complexity and deliver outputs within specified timeframes and quality.
• Build and sustain relationships with internal and external stakeholders including other teams, peers and colleagues across the AFP and other organisations;
• As a technical leader, provide a point of escalation for the team to understand and remediate complex issues, ensuring that appropriate action is taken to anticipate, communicate, investigate and resolve problems in systems and services.
• Develop, mentor and train team members in all aspects of ServiceNow CSM;
• Maintain currency in information technology processes and technical knowledge through ongoing professional development.

Essential Requirements

• You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Relevant qualification or extensive experience and expertise in Information Technology or closely related field;
• Experience administering and developing on the ServiceNow platform.
• Experience with ServiceNow CSM, ITSM or related modules.
• Experience leading technical teams in an Agile environment.
• Excellent written and verbal communication skills, with an ability to translate between business and technical people;
• Ability to identify opportunities for change and lead continuous improvement initiatives;

Desirable Requirements

The following skills and/or experience would be highly regarded:

• A strong understanding of digital technologies and appreciation of technical methodologies
• Understanding of Agile methodologies

Additional Information

• This role can can be worked from any capital city in Australia but will report into the section based in Canberra, ACT.

Selection Criteria

• Achieve results
• Communicates with influence
• Contributes to strategic thinking
• Cultivates productive working relationships
• Shows personal drive and integrity
• Technical knowledge and skills 

Application

Please submit the following documents via our Jobs portal prior to the closing date and time:

• Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
• Applicant pitch (maximum two pages). Ensure your pitch tells us why you are the best fit for the role, with examples that demonstrate your capabilities addressing the selection criteria, role requirements and work level standards for the role. 

Only complete applications will be considered. Please review and ensure the uploaded documents are correct for this application after submitting your application.

Employment Suitability

Should you successfully progress from the application stage all applicants must:

• Complete an Employment Suitability Questionnaire (ESQ) and provide a traffic history check and proof of Australian citizenship. This aids in the assessment of your character and your ability to comply with the AFP's professional standards both in an official and private capacity. Please review our AFP Character Standards to ensure that you meet our requirements before you submit your application. Applicants will not receive feedback if they are unsuccessful at this gateway.
• Have your fingerprints taken if an offer of employment is made.
• Undertake mandatory drug testing for illicit drugs. This sample could include; urine, saliva or hair.
• Satisfactorily undertake a security clearance to the level specified for the position.

Recruitment Process

Applicants who have demonstrated their suitability for employment through their resume and application, may be asked to complete additional assessments or activities to determine suitability for the role. This may also include a formal interview. Using the relevant AFP work level standards as a guide, you may be asked a range of questions to demonstrate your skills and abilities. These could include behavioural based scenario questions. Read our guides for applicants to find out how to prepare for your interview.

Commitment to Diversity & Inclusion

We’re all individuals and we love that. At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.

Contacts and Closing Information

Contact Officer: Marinka Phillips

Contact Officer Phone: 0251266029 ​

Contact Officer Email: marinka.phillips@afp.gov.au

Applications Close: 11:59pm (AEST) 15/10/2026

To view our other employment opportunities, please visit our career site.

www.afp.gov.au