1 Lead Service Now SME Design and Delivery

⁠⁠⁠The purpose of this role is to provide end-to-end design leadership and hands-on implementation expertise to deliver the AMS solution within a 6-month timeframe, including:

• Solution architecture and detailed design
• Build, configuration and integration
• Testing and deployment
• Transition to business-as-usual (BAU)

Scope of Services

The ServiceNow SME will be responsible for the following:

Solution Design

• Lead architecture and detailed design of ServiceNow ITOM, HAM, SAM and CMDB
• Define CMDB structure aligned with Common Service Data Model (CSDM)
• Establish data models, ownership, reconciliation rules and governance processes
• Ensure design is secure, scalable and suitable for a PSPF protected-level environment

Implementation & Configuration

Configure and deploy:

• ITOM Discovery (agentless and/or agent-based)
• HAM Professional for asset lifecycle management
• SAM Professional for software entitlement and reconciliation
• Build and optimise CMDB, including:
• Data ingestion
• Reconciliation logic
• Data quality controls

Integration Delivery

• Implement integrations with enterprise platforms including:
• Vulnerability management tools (e.g., Qualys)
• Security information and event management (SIEM)
• Validate data flows and ensure accuracy of discovered and reconciled assets

Delivery Execution

• Deliver the solution end-to-end within a 6-month implementation window
• Conduct proof-of-concept activities to validate discovery patterns and integrations
• Support testing including system, user and security testing
• Enable production deployment and early life support

Governance, Risk & Compliance

Ensure alignment with:

Protective Security Policy Framework (PSPF)

• Information Security Manual (ISM)
• Support security assurance, risk assessment and audit readiness activities
• Strengthen asset visibility to support vulnerability management and incident response

Stakeholder Engagement & Knowledge Transfer

• Engage with architecture, security, governance and operations stakeholders
• Provide SME advice and resolve design and delivery challenges
• Deliver comprehensive documentation, training and knowledge transfer
• Enable transition to BAU support model

Key Deliverables

The successful resource is expected to deliver:

• Target architecture and solution design artefacts
• Configured, operational and sustainable ServiceNow ITOM, HAM and SAM modules
• CMDB design and implementation aligned to CSDM
• Established data governance and reconciliation framework
• Integrated solution with key enterprise platforms
• Supporting documentation (designs, runbooks, procedures)
• Knowledge transfer and handover to operations

Mandatory Requirements

Vendors must ensure proposed resources meet the following:

• Current NV1 Security Clearance (mandatory)
• Ability to work on-site in Sydney CBD (2-3 days a week)
• Demonstrated hands-on 3–5-year experience implementing:
• ServiceNow ITOM Discovery
• Hardware Asset Management (HAM) Professional
• Software Asset Management (SAM) Professional
• Strong experience delivering within complex and secure environments

Buyer contact: procurement@apra.gov.au