Why this role exists

The Associate Engineering Manager - Service Now leads and grows the Service Now engineering capability at Officeworks. The role is accountable for the people, craft standards, and health of the Service Now platform, ensuring configuration-versus-customise discipline, upgrade-safe application design, and seamless release and upgrade cycles across the ecosystem.

The role stays hands-on, spending time in the platform reviewing configuration and code, resolving technical escalations, and working directly alongside the engineering team. Operating across a pod structure, it sets the standards that engineers apply, holding the line on engineering quality, technical direction, and capability development to maximize platform stability, scalability, and target business outcomes.

Qualifications and work experience

Essential: Education: Tertiary degree in Information Technology, Computer Science, or a related field.

Certification: Certified Service Now System Administrator (CSA).

Experience: Minimum of 8+ years hands-on experience in technology delivery, with substantial Service Now configuration, development, and system administration in production environments.

Product Depth: Demonstrated experience across ITSM and at least two additional product areas (ITOM, HRSD, CSM, Sec Ops, or GRC).

Technical Mastery: Deep knowledge of the Service Now platform ecosystem,



including data models, ACLs, Flow Designer, scoped applications, and REST/SOAP integrations using Integration Hub, spokes, and MID Servers.

Delivery and Quality Practice: Demonstrated experience working within Agile, product-led, or stream-aligned pod/squad team structures, with applied experience implementing Automated Test Framework (ATF) suites and embedding test automation into delivery workflows.

Leadership Experience: Proven track record leading, coaching, or mentoring engineers within formal management or technical lead structures.

Commercial Acumen: Experience managing platform licensing, vendor engagement, and contractor spend within allocated budgets.

Stakeholder Engagement: Strong communication and collaboration skills with the ability to partner effectively across cross-functional business and technical teams.

Continuous Support: Solid understanding of ITIL-aligned incident, problem, and change management principles in production support environments.

Preferred: Advanced Certifications: Certified Application Developer (CAD) or Certified Implementation Specialist (CIS). Retail Context: Experience within retail, omnichannel, or quick-paced commercial environments. Modern Tooling: Experience working with AI-assisted engineering tools and automated test frameworks.

📌 Associate Engineering Manager - Tech Apps (Bengaluru)
🏢 Officeworks
📍 Bengaluru