The University of Sydney Research Management Part 1

Project overview: Implementation of forms and workflows related to Research management in ServiceNow


  • Research issues maintained in spreadsheets and updated manually  
  • Low visibility of tickets being delivered  


  • Work with stakeholders to understand process and discover pain points  
  • Provide optimized solution by abiding by best practices  
  • Create reusable components to ensure longevity of solution 


  • Developed strong Service Management foundation  
  • Created request forms and developed custom user interfaces to overcome platform limitations
  • Automated request routing to relevant teams  

Business and Customer Outcomes :

  • Over 40+ forms across the business unit automated in ServiceNow  
  • Automated reporting created  
  • Automated workflow and approval process created 


The University of Sydney


Higher Education 

Key stats:

  • 5000+ requests created 
  • 40+ forms automated