About UNSW

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work. We aspire to be Australia’s global university, improving and transforming lives through excellence in research, outstanding education and a commitment to advancing a just society.

About the Role

The Business Optimisation Strategy (BOS) is a landmark investment to modernise UNSW’s enterprise platforms and transform service delivery across HR, Finance and IT through the implementation of the ServiceNow and Oracle SaaS platforms.

By simplifying processes, improving data foundations, and enabling intelligent automation, BOS supports UNSW’s Progress for All strategy — returning valuable time to staff for teaching, research, and student impact.

As BOS mobilises, we are seeking an experienced Lead Solution Architect to lead the end-to-end architecture and solution design for a large-scale, AI-enabled ServiceNow implementation.

This role will play a pivotal part in shaping the future digital employee experience at UNSW Sydney through workflow automation, generative AI, virtual agents, knowledge management, and enterprise-wide service integration.

This is a high-impact leadership opportunity combining enterprise architecture, platform strategy, stakeholder engagement, and large-scale transformation delivery.

You will serve as the technical architecture lead for the program — translating business priorities into scalable, secure, and future-ready ServiceNow solutions. You will establish architecture governance and best-practice delivery standards while partnering closely with the System Integration partner and cross-functional UNSW teams across IT, Security, HR, Finance, and Enterprise Applications to ensure successful implementation with minimal business disruption.

Responsibilities

Define and govern target-state architecture, integration patterns, security frameworks, data models, and AI enablement strategies.
Drive the design and delivery of Enterprise Service Management (ESM) capabilities leveraging ServiceNow platform best practices.
Lead architectural governance across implementation partners, technical teams, and program delivery streams.
Partner with senior stakeholders across HR, Finance, IT to align platform capabilities with strategic business outcomes.
Establish scalable development standards, solution design principles, and environment management practices.
Guide integration and migration activities across enterprise platforms, ensuring data quality, reliability, and operational continuity.
Support program planning, dependency management, governance reporting, and alignment with central program office and EPMO standards.

What you'll bring

Required:

Proven experience as a Lead or Senior ServiceNow Solution Architect delivering enterprise-scale implementations or platform transformations.
Deep knowledge across ServiceNow modules (ITSM, CMDB/Discovery, ITOM, ITSM integrations, Enterprise integrations, Workflow automation);
Strong understanding of ServiceNow platform architecture, configuration, customisation, and development best practices.
Experience designing or implementing AI-enabled ServiceNow capabilities, including Virtual Agent, Generative AI, predictive intelligence, or intelligent automation.
Strong experience with data migration: discovery tools, data mapping, transformation, reconciliation and validation.
Solid integration architecture skills: REST/SOAP, MID Server, LDAP/SSO, webhooks, message queuing patterns.
Relevant ServiceNow certifications such as CSA, CIS, or CTA (desirable), along with strong ITIL and enterprise service management knowledge

Desirable:

Experience in Higher Education, Government, or similarly complex organisations.
Exposure to Oracle SaaS platforms and enterprise ERP ecosystems.
Experience delivering AI-enabled enterprise service transformation programs.
Familiarity with Agile delivery methodologies and large-scale program governance frameworks.

For further information on the role & responsibilities, please refer to the Position Description

How to Apply:

Submit your CV & cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the Position Description) before Sunday 31 May by 11:55pm.

Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

Flexible Working Options (work from home, flexible hours etc)
Additional 3 days leave during December festive period.
Career development opportunities
Up to 50% discount on UNSW courses
Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
Discounts and entitlements (retail, education, fitness passport)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

Pre-Employment Checks

Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks:-

National and International Criminal history checks
Entitlement to work and ID checks
Working With Children Checks
Completion of a Gender-Based Violence Prevention Declaration
Verification of relevant qualifications
Verification of relevant professional membership
Employment history and reference checks
Financial responsibility assessments/checks.
Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

Lead Solution Architect

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Kensington, NSW