Service Now Specialist

Are you passionate about delivering exceptional customer service, solving problems, and working in a fast-paced, collaborative environment? We’re looking for a Service Now Specialist to join our Operations team and play a key role in supporting our contractors, clients, and consultants.

About the Role

As a Service Now Specialist, you’ll provide day-to-day support across business transactions while acting as a central point of contact between the business and internal resolver teams. You’ll deliver a “right first time” approach, drive continuous improvement, and help enable the growth and success of our sales teams.

You’ll also partner closely with high-performing “Top Biller” sales consultants, helping streamline processes and minimise administrative burden so they can focus on what they do best.

Key Responsibilities

• Manage a portfolio of sales consultants and support their contractors (“ambassadors”)
• Oversee contractor timesheets, extensions, and new placements
• Provide internal and external query support via service desk and key stakeholders
• Investigate, track, and resolve customer issues within SLA timelines
• Deliver proactive updates and maintain strong client relationships
• Identify trends and opportunities to improve processes and customer experience
• Collaborate with cross-functional teams to ensure timely resolution of queries
• Maintain knowledge bases and contribute to self-service improvements

What We’re Looking For

• Strong customer service mindset with a passion for delivering exceptional experiences
• Excellent communication and relationship-building skills
• Ability to prioritise, multitask, and work in a fast-paced environment
• Analytical thinker with strong problem-solving skills
• Highly organised with attention to detail
• Experience in payroll, onboarding, or service desk environments is an advantage
• Comfortable working both independently and as part of a team

What we stand for

We’re committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we’ll be happy to help.