1 Lead Service Now SME Design and Delivery

This Tender is invited by the Issuer. 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