ServiceNow Quality and Usability Officer Salary: $79,122 to $87,599 (Plus superannuation) Ongoing position Usual hours of work: Full time (flexibility may be available) Usual work location: 121 Exhibition Street, Melbourne VIC 3000 (flexibility may be available) The Role Reporting to the Digital Experience and Engagement Manager within Information Technology and Workplace Services (IT&WS) Branch, this role is responsible for ensuring the quality, usability and ongoing effectiveness of the DJSIR ServiceNow platform and associated digital solutions. This role plays a critical part in the delivery of new and enhanced ServiceNow capabilities, applying best practice approaches to quality assurance, digital design and user‑centred usability. Working collaboratively with members of the Digital Experience and Engagement team, IT&WS subject matter experts and business stakeholders, the role supports the delivery of high‑quality, intuitive and reliable digital services for DJSIR staff. Success in this role requires strong communication and stakeholder engagement skills, well‑developed analytical capability, and a genuine commitment to improving the employee digital experience through continuous quality and usability improvement. Main accountabilities: Perform quality assurance activities for new and enhanced digital solutions across ServiceNow and other platforms, ensuring solutions meet defined business requirements. Contribute to solution design activities, including requirements definition, service design workshops and usability testing, to ensure solutions are intuitive, accessible and deliver a positive employee experience. Plan and conduct required testing activities, identify defects or usability risks, and work with delivery teams to ensure issues are resolved. Provide advice and guidance to IT&WS staff and business stakeholders on quality assurance practices, usability principles and user‑centred design approaches. Contribute to continuous improvement of team practices, platforms and delivery processes, and support the Manager and team members to achieve timely, well‑governed and successful delivery of agreed work programs. The Team The position of ServiceNow Quality and Usability Officer forms part of Information Technology & Workplace Services Branch which sits within Corporate Services Group. The Corporate Services group consists of specialist functions including strategic communications, finance, investment and procurement, performance and governance, legal and legislation, people and culture, information technology and workplace services and emergency management. These functions enable the department to operate efficiently and effectively and support the Secretary and Ministers to meet legislative obligations and responsibilities whilst actively supporting the department's portfolio groups and Ministers to create the conditions for growing Victoria's prosperity, building the productive capacity of our economy, and increasing participation. Information Technology & Workplace Services (IT&WS) oversees the delivery of ICT-related investments and services to DJSIR. IS engages with the organisation to ensure ICT systems and services are appropriately designed, governed, and delivered. About You To be successful in this role, you will have the following main skills and experience: Technical: Demonstrated skills and experience in the design and testing of digital solutions within a large or complex organisation, including exposure to ServiceNow or other enterprise platforms. Understanding of quality assurance processes, usability principles and user‑centred design, with the ability to apply these to improve solution quality and user experience. Service Delivery: Demonstrated ability to plan and organise own work, manage competing priorities, and meet agreed timeframes. Shows accountability for delivering work of a high standard, with attention to detail and a commitment to meeting business and customer expectations. Collaboration: Ability to work effectively as part of a team and contribute positively when working across technical and business areas. Demonstrates willingness to collaborate, share information, seek guidance when required, and show respect for the ideas, views and experiences of others. Communication: Effective communication skills, with the ability to engage with a range of stakeholders in a clear, respectful and constructive manner. Able to explain issues or ideas appropriately, listen to feedback, and contribute to discussions in a professional and supportive way. Analytical Skills: Demonstrated analytical and problem‑solving skills, with the ability to identify issues, assess information and contribute to practical solutions. Shows initiative, a willingness to learn, and an interest in contributing to continuous improvement in quality, usability and delivery practices. Further Information For a confidential discussion, please contact Alex Yevseenko, Manager Digital Experience and Engagement at alex.yevseenko@ecodev.vic.gov.au The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards. Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department. To be eligible for this position you must hold the mandatory qualification as outlined in the position description. For further information on the position, please refer to the attached position description. For Finance Roles: The Department of Jobs, Skills, Industry, and Regions is an accredited CPA Australia Recognised Employer Partner. Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685, or via email at recruitment@ecodev.vic.gov.au with the position number in the subject line. How to Apply Please click the ‘Apply Now' button. As part of the application process, applicants will need to submit a resume and a cover letter showing your interest in this position. Applications close at 23:59pm Monday, 27 April 2026.
