ITSM Platform Specialist

ITSM Platform Specialist

Department: Information Technology Services

Location: Massey University Campus - Albany (Auckland), Wellington or Palmerston North

1 FTE permanent position 37.50hrs p/w

About the Role

Massey University is seeking an ITSM Platform Specialist to support the administration, configuration, maintenance, and continual improvement of our enterprise IT Service Management platform (ServiceNow). Working under the direction of the Senior ITSM Platform Specialist and Practice Lead, you will use no-code/low-code capabilities, workflows, automation, and emerging AI/virtual assistant tools to enhance service delivery and user experience.

Key Responsibilities

• Platform Administration & Support: Provide day-to-day configuration, troubleshooting, and support for forms, workflows, reports, and service catalogue items.
• Workflow & Automation: Leverage low-code tools, business rules, and AI/virtual assistant capabilities to streamline processes, automate tasks, and improve self-service capabilities.
• Data & Configuration Management: Maintain accurate configuration records, reference data, and CMDB relationships while monitoring data quality.
• Reporting & Analytics: Configure operational dashboards and reports to track incident, request, and change metrics.
• Change Governance: Prepare and coordinate platform changes following structured change and release management practices.

Requirements & Experience

• Relevant tertiary qualification in IT, Information Systems, Business Systems, or equivalent professional experience.
• Around 5 years of work experience in technical IT roles, including hands-on experience administering or supporting enterprise ITSM platforms (such as ServiceNow).
• Industry-recognized advanced certification in ITSM practices (e.g., ITIL); ServiceNow certifications (Certified System Administrator / Application Developer) are highly desirable.
• Experience working within a university, public sector, or complex enterprise environment.
• Strong communication, stakeholder management, and analytical problem-solving skills.

In addition to a competitive salary, Massey also offers:

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme for eligible employees
• Five university holidays per year in addition to your annual leave
• Subsidised Southern Cross Healthcare plan for you and your family
• Special staff rates available for campus gym membership
• Staff purchasing privileges and discounts at many commercial and retail businesses across NZ
• Access to a wonderful on-Campus crèche /day care facilities for dependents of staff on our Manawatū and Auckland campuses
• Comprehensive professional development and training programmes
• Staff fee concession for study with Massey and 30% discount on fees for immediate family of staff undertaking undergraduate study (conditions apply)

The salary band for this role is Grade 7 NZD $83,818 - $117,788 (2026) based on skills and experience.

This position will be based on one of Massey University's campuses at either Albany (Auckland), Wellington or Palmerston North. Should you be based in Wellington, your will be required to join your Wellington- and Palmerston North-based colleague one day a week (currently every Tuesday) on the Manawatū campus in Palmerston North.

Applications close Wednesday 04 November 2026, 11.00pm.

Desired Skills and Experience

ITSM Platform Specialist ServiceNow IT Service Management ITSM ITIL ITIL Foundation Enterprise Service Management Workflow Automation Low-Code Development No-Code Development Virtual Agent AI Automation CMDB Configuration Management Incident Management Problem Management Change Management Release Management Service Catalogue Platform Administration Systems Administration IT Operations Dashboard Reporting Business Process Improvement