ITSM Process Specialist: ITIL4, DevOps & Cloud Enablement

Accenture Global; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Accenture is seeking a Service Management Consultant / Process Specialist in Melbourne to design, uplift, and embed ITSM practices across complex client environments. The role blends process design, advisory, and hands-on delivery in projects and BAU, working with stakeholders and service providers to ensure fit-for-purpose ITSM.

Key requirements include ITIL 4 Foundation, 5+ years in ITSM, and experience with ServiceNow or similar tooling, plus cross-functional collaboration in cloud and DevOps

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.

Responsibilities

• Design, document, and pragmatically embed ITSM processes aligned to ITIL 4 principles and client needs.
• Facilitate workshops and stakeholder engagements to gather requirements, align on process design, and drive agreed outcomes.
• Assess current-state service management maturity and define practical, achievable improvement roadmaps.
• Support the implementation and uplift of service management capabilities across both project delivery and BAU environments.
• Ensure ITSM processes integrate effectively with infrastructure, cloud, and platform engineering practices, including DevOps and SRE.
• Collaborate with tooling teams (e.g. ServiceNow or equivalent) to align workflows, data models, and automation with process design.
• Work across complex enterprise and/or multi-supplier environments to ensure consistency, integration, and clear accountability.
• Define and implement governance frameworks, including SLAs, KPIs, and reporting, to support service performance and continual improvement.
• Identify process gaps and operational issues, driving pragmatic resolutions in live environments.
• Develop process documentation, training materials, and knowledge artefacts to support adoption and operational readiness.
• Support service transition, stabilisation, and ongoing optimisation activities.
• Contribute to the development of the broader Service Management capability, including reusable assets, standards, and practices.

Skills

ITIL 4

ServiceNow

DevOps

SRE

Stakeholder engagement

Workshop facilitation

Education

Bachelor's degree

Tools

ServiceNow

Job description

Accenture is seeking a Service Management Consultant / Process Specialist in Melbourne to design, uplift, and embed ITSM practices across complex client environments. The role blends process design, advisory, and hands-on delivery in projects and BAU, working with stakeholders and service providers to ensure fit-for-purpose ITSM.

Key requirements include ITIL 4 Foundation, 5+ years in ITSM, and experience with ServiceNow or similar tooling, plus cross-functional collaboration in cloud and DevOps