ITOM & CMDB Process Specialist | ServiceNow Engineer

Everi Pty; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid)

Health Insurance Discount

Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys is hiring for an ITOM/CMDB specialist in Australia. You will govern ITOM/CMDB processes, drive data quality, and align outputs with ITIL practices while coordinating with multiple teams to validate CIs and ownership models.

You will define CI lifecycles, monitor KPIs, and contribute to continuous improvement in availability, performance, and service reliability while maintaining comprehensive documentation and guidelines.

Qualifications

• Bachelor's or Master's degree in computer science, information technology, or related field.
• Excellent customer-facing and communications skills.
• Strong attention to detail and analytical/problem-solving abilities.

Responsibilities

• Own and govern IT Operations Management (ITOM) and CMDB processes with service visibility, monitoring, event handling, and configuration accuracy.
• Ensure outputs from Discovery, Service Mapping, Event Management, and CMDB align with ITIL practices.
• Drive CMDB data quality through controls, audits, and reconciliation mechanisms.
• Define and enforce CI lifecycle governance including onboarding, updates, relationships, and retirement.
• Analyze operational events to identify gaps, noise, and improvement opportunities.
• Define, monitor, and report KPIs for monitoring effectiveness and CMDB health.
• Coordinate with infrastructure, network, app, and operations teams to validate CIs and ownership models.
• Support continuous improvement to enhance availability, performance, and service reliability.
• Maintain ITOM/CMDB documentation, standards, and policies.
• Bridge IT operations and platform teams to ensure tooling reflects process intent.

Skills

Customer-facing skills

Written and verbal communication

Attention to detail

Analytical skills

Education

Bachelor's or Master's in Computer Science / IT

Job description

Infosys is hiring for an ITOM/CMDB specialist in Australia. You will govern ITOM/CMDB processes, drive data quality, and align outputs with ITIL practices while coordinating with multiple teams to validate CIs and ownership models.

You will define CI lifecycles, monitor KPIs, and contribute to continuous improvement in availability, performance, and service reliability while maintaining comprehensive documentation and guidelines.