ServiceNow Support Partner
Tender ID: 622558
Tender Details
Tender Description
Overview
The University of Wollongong (UOW) is seeking a long-term ServiceNow managed support partner to provide architect-led platform stewardship, incident resolution, and scalable enhancement capacity across its ITSM, HRSD, Field Service Management, Case Management, Workspace, Procurement and adjacent ServiceNow modules.
Purpose
The selected partner will work alongside UOW's internal Technology & Product Operating (TPO) model, ServiceNow product squads and the PMO, replacing fragmented support arrangements with a single accountable partner operating to clear outcome-based service levels.
Objectives
Key drivers for this engagement are:
- Ensure platform health and reduce time-to-resolve for production incidents
- Provide deep ServiceNow architecture expertise to govern design decisions and protect upgrade-ability
- Deliver a flexible resource enhancement pool that can scale capacity up or down based on demand without re-contracting
- Support accelerated adoption of Now Assist and AI-enabled use cases across ITIL, CSM, FSM, Workspace and Procurement
- Support the migration of forms and workflows currently held in Appian and the consolidation of workflow capability onto ServiceNow
Scope
The scope includes:
- Architect-led platform stewardship across ITSM, HRSD, Field Service Management, Case Management, Workspace, Procurement and adjacent ServiceNow modules
- Incident resolution support for the ServiceNow platform
- Scalable enhancement capacity to support ongoing platform development
Location
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