L3 Engineer ServiceNow

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role 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

Key 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:
  • AI Consumption & Usage Dashboard — real-time visibility of token usage and cost per function
  • Cost Attribution — showback/chargeback, budget guardrails, cost optimisation
  • 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

Required experience

• 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