ITSM Process Architect | ITIL 4 Expert | ServiceNow

Accenture Australia; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Accenture Australia is seeking a Service Management Consultant / Process Specialist in Melbourne to design, uplift and embed ITSM practices across complex client environments. You will work with client stakeholders and delivery teams to implement fit-for-purpose ITSM processes that enable reliable, scalable service operations.

The role covers process design, advisory work, and hands-on delivery in multi-supplier and cloud contexts, with strong emphasis on ITIL 4, governance, and DevOps/SRE

Qualifications

• Bachelor’s degree or equivalent qualification.
• ITIL 4 Foundation certification (higher-level certifications preferred).
• Minimum 5 years’ experience in IT Service Management, including process design, uplift, and/or operational improvement in enterprise environments.
• Strong understanding of ITIL 4 principles, process governance, and ITSM practices.
• Experience working in complex, multi-supplier and/or large-scale enterprise environments.
• Proven ability to facilitate workshops and translate business needs into practical process outcomes.
• Experience with ITSM tooling platforms (e.g. ServiceNow or equivalent).
• Working knowledge of service management integration with DevOps, SRE, and modern infrastructure or cloud operations.
• Strong communication, stakeholder engagement, and problem-solving skills.
• Ability to operate effectively across both project delivery and BAU environments.

Responsibilities

• Design, document, and pragmatically embed ITSM processes aligned to ITIL 4 principles and client needs.
• Facilitate workshops and stakeholder engagements to gather requirements and drive outcomes.
• Assess current-state service management maturity and define improvement roadmaps.
• Support the implementation and uplift of service management capabilities across project delivery and BAU.
• Ensure ITSM processes integrate with infrastructure, cloud, and platform engineering, including DevOps and SRE.
• Collaborate with tooling teams to align workflows, data models, and automation with process design.
• Work across complex enterprise and multi-supplier environments to ensure consistency and accountability.
• Define and implement governance frameworks, including SLAs, KPIs, and reporting.
• Identify process gaps and drive pragmatic resolutions in live environments.
• Develop process documentation, training materials, and knowledge artefacts.
• Support service transition, stabilisation, and ongoing optimisation activities.
• Contribute to development of the broader Service Management capability.

Skills

ITSM

ITIL 4

Process design

Workshop facilitation

Stakeholder mgmt

ServiceNow

DevOps/SRE

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

Accenture Australia is seeking a Service Management Consultant / Process Specialist in Melbourne to design, uplift and embed ITSM practices across complex client environments. You will work with client stakeholders and delivery teams to implement fit-for-purpose ITSM processes that enable reliable, scalable service operations.

The role covers process design, advisory work, and hands-on delivery in multi-supplier and cloud contexts, with strong emphasis on ITIL 4, governance, and DevOps/SRE