To provide senior specialist expertise in the administration, optimisation, governance and continuous improvement of the ServiceNow platform and related IT Service Management (ITSM), Enterprise Service Management (ESM) and digital workflow capabilities. The role diagnoses complex platform, process and integration requirements, recommends fit-for-purpose solutions, and applies technical and governance standards to support a secure, stable and high-performing platform environment. The incumbent works with business stakeholders, architects, security teams, process owners and managed service providers to support business objectives, improve user experience and maximise value from enterprise platform investments. 1. Safety: Create a safety culture through productive and authorized operational systems/processes that allow all employees (including contracting partners) to provide their outputs in a risk-controlled environment. Oversee consistent application of Safety & Health principles in all discipline interactions and take personal responsibility for safety of self and others to ensure zero harm and elimination of fatalities. 2. Performance and Delivery • Provide senior specialist oversight and advanced technical support for the ServiceNow platform and related ITSM, ESM and digital workflow capabilities. • Diagnose complex platform, process, integration and configuration requirements and recommend fit-for-purpose technical solutions aligned with business needs and approved architecture. • Define, maintain and apply ServiceNow configuration principles, technical standards and governance controls to support platform consistency, security and sustainability. • Review technical designs, configurations and proposed platform changes, and provide specialist recommendations to support sound solution decisions. • Guide the configuration and optimisation of workflows, forms, service catalogues, knowledge articles, notifications, approvals and automation solutions. • Support the evaluation and prioritisation of business requirements, enhancements and continuous improvement opportunities. • Monitor platform health, performance, availability, capacity, adoption and service trends, and recommend corrective or improvement actions. • Provide specialist input into platform upgrades, patches, releases, testing, change implementation, instance management and operational readiness. • Support platform risk, security, access control, compliance and audit requirements in collaboration with relevant control functions. • Diagnose and resolve complex platform issues with internal technical teams and managed service providers and identify recurring issues requiring sustainable improvement. • Guide and support integrations between ServiceNow and approved enterprise applications, including SAP, Microsoft Entra ID, Microsoft 365, P&O systems and other business platforms. • Provide specialist advice to business stakeholders on platform capability, solution options, technical constraints and governance requirements. • Contribute specialist input to platform roadmaps, demand planning, vendor service reviews and future improvement initiatives, without assuming overall budget or functional accountability. • Maintain relevant platform documentation, standards, configuration records and knowledge to support continuity and effective service management.   3. People & Teams • Implement a purpose-driven, high-performing culture that is aligned with the company values, is inclusive and promotes diversity, supports engagement and fosters continuous improvement to work processes. • Work collaboratively across business and technical teams to translate requirements into practical platform solutions. • Share specialist knowledge, guide service providers and support capability development in the use and governance of ServiceNow 4. Compliance • Ensure compliance with internal and external regulatory, legislative and permitting requirements. • Apply relevant internal standards, information security controls, data privacy requirements, contractual obligations and external regulatory requirements. • Support audits, risk reviews and corrective actions relating to the platform and associated services.