ServiceNow Support Partner
Tender Overview
About this tender
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
How to respond to this tender
A strong tender response is clear, compliant, and backed by evidence. These steps apply to most Australian and New Zealand public tenders.
Read the requirements in full
Open the official listing and download the full tender pack. Note the response schedules, evaluation criteria, mandatory conditions, and the exact closing time and lodgement method.
Confirm you are eligible and it is worth bidding
Check licences, insurances, certifications, and any conformance requirements before you commit. A quick bid or no-bid decision saves days of wasted effort on a tender you cannot win.
Answer every criterion with evidence
Respond to each evaluation criterion directly and back your claims with concrete examples, referees, and past performance. Address the buyer’s stated need, not a generic capability statement.
Lodge early through the official portal
Submit through the source portal well before the deadline. Late or incorrectly lodged bids are almost always rejected, so leave time for uploads, portal errors, and last-minute questions.
