About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

Our community of over 5,000 engineers is key to making this happen, because technology underpins every part of our business - from delivering tools, apps and services for our customers, to building a bank for the future.

About the Role

This role is accountable for optimising end-to-end customer journeys and improving the customer experience by devising innovative technology solutions, services, products or propositions. Journey Experts will come from a variety of backgrounds, bringing expertise in areas such as marketing, organisational change management, learning, assurance and risk, or products and channels.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full-Time

What will your day look like?

As a Journey Expert, you will be responsible for optimising existing end-to-end customer journeys and improving the customer experience by understanding customer/user requirements and devising new, innovative solutions, services, products or propositions. Your role is to work in your Squad to shape and evaluate the viability and feasibility of customer solutions, and to ensure that those solutions are delivered in a way that realises the intended value. You will also work to understand the business process and to continuously improve, simplify and deliver a better experience across a specific area of capability by:

•    Delivering high quality design deliverables to enable our engineering workforce to deliver robust, extensible and scalable solutions 
•    Developing POC solutions for assessment by ANZ stakeholders of emerging (and existing) ServiceNow technologies 
•    Contributing to tenant designs by providing best practice advice and guidance and clear view of vendor roadmap 
•    Actively contributing to review of new demands and designs from other tenants on the ServiceNow Platform as part of ANZ’s ServiceNow Governance Framework 
•    Assisting BAU engineering and support in debugging and diagnosing complex issues 
•    Actively being involved in engineering capacity of critical, complex build activities (e.g. Now Assist, My Records, Service Operations Workspace)  

What will you bring?

Knowledge

An intense curiosity for new technology within the ServiceNow ecosystem 

•    A desire to continually improve technology and services 

•    An ability to work across not just technology (ITIL) processes but also into business processes (e.g. vendor risk management, governance, risk & compliance) 

•    Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate 

•    An ability to design extensible, scalable, data-driven solutions that are robust and enterprise-grade at large scale 

•    An ability to get ‘hands-on’ to develop POCs or contribute to delivery of critical initiatives/projects 

•    Experience working in the following ServiceNow Technologies 

•    An expert in AngularJS script

Good to have knowledge, skill and experience (KSE) the role requires are:  

•    IT Service Management 

-    Understanding the technology and processes enterprises rely on to drive their business forward, including incident, problem, change and service level management 

-    Familiarly with ServiceNow will be greatly beneficial 

•    Governance Risk & Compliance 

-    An understanding of integrations risk management, including controls/risks/issues and associated automation, as well as vendor risk management (TPRM) 

•    Generative AI 

•    An understanding of the base concepts, implementation considerations for generative AI within the ServiceNow Platform (Now Assist) 

•    ServiceNow Platform 

•    Detailed understanding of base handling within the ServiceNow Platform, including but not limited to flows, workflows, APIs, performance analytics and more 

•    Delivery  

•    Manage complex deliverables in a highly technical and IT-dependent environment 

•    Effectively manage communication of progress and key issues with stakeholders to ensure support.  

•    Work with key stakeholders to ensure architectural standards are adhered to 

Qualifications: 

•    ServiceNow CSA 

•    CIS Certification in any of the following areas – ITSM, HRSD, GRC, TPRM 

•    Optional: CMA/CSA 

•    Optional: ITIL Certification

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 98188 .
 

Job Posting End Date

18/06/2025 , 11.59pm, (Melbourne Australia)