Vacancy Number

ER2440

Position Title

Functional Analyst (ServiceNow)

Employment Status

Full Time Permanent

Department

Business Services

Location

Bundall Precinct

Award Classification

Stream A - Level 6

Salary

$101,616 - $108,140 per annum

Hours

36.00, 9-day fortnight

About the team

We're entering a new chapter for Chief Technology Office at the City of Gold Coast as we deliver bold, future-focussed solutions. With the launch of our IT Operating model as well as bringing critical IT services in-house, we are transforming the way we deliver technology services, making them faster, more responsive and more aligned with the needs of our organisation and customers. 

As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward-thinking Chief Technology Office, one that adds real value, delivers better outcomes, and works in smarter more agile ways. 

If you are equally excited about innovation, transformation and making a meaningful impact, now is the perfect time to join us.

About your new role

As a ServiceNow Functional Analyst, you’ll be the key link between business stakeholders and the ServiceNow platform. You’ll analyse business outcomes, translate them into functional requirements, and design best-practice solutions that align with the platform’s capabilities. You’ll work closely with vendors, developers and business users to configure, enhance and optimise the platform, ensuring solutions are scalable, supportable and deliver measurable value. This role requires a proactive approach to learning, staying ahead of vendor roadmaps, and leveraging industry insights to drive innovation.

For more information, access the position brief in our jobs portal by clicking ‘Apply’. 

We're looking for people who have:

We’re after someone with a strong understanding of enterprise applications and a passion for making technology work smarter for people. You’ll have a track record of working in functional or application specialist roles, ideally within the ServiceNow ecosystem or other large-scale enterprise platforms.
You’ll bring strong analytical and problem-solving skills, great communication, and a collaborative mindset that helps bridge technical and business teams.

• Proven experience in a functional or application specialist role, preferably with ServiceNow or similar enterprise platforms

• Strong understanding of application functionality, configuration and best-practice use of enterprise systems

• Experience gathering and documenting functional requirements and supporting solution design

• Ability to perform functional configuration, testing and validation to ensure system alignment with business goals

• Experience with providing end user training, support and reference documentation. 

• Proven ability to collaborate with vendors, developers and stakeholders to deliver quality outcomes

• Strong analytical and problem-solving skills, with an eye for continuous improvement

• Excellent communication skills and ability to translate technical information for business users

• Commitment to ongoing learning, including keeping up with vendor roadmaps, user groups and upgrades

• Bachelor’s degree in Information Systems, Business or equivalent experience

How to apply

Click 'Apply' to submit your online application. Upload your Resume with a Cover Letter (of no more than 2 pages) outlining how your skills, experience and personal attributed would allow you to achieve success in this role.

Documents need to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please email: recruitment@goldcoast.qld.gov.au

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person

Michelle Field

Contact Email

mfield@goldcoast.qld.gov.au

Closing Date

Tuesday 2nd December 2025

Applications close at 10.00pm on the listed closing date.

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.