Process Specialist - Service Now 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

Job Description

• Own and govern IT Operations Management (ITOM) and CMDB processes related to service visibility, monitoring, event handling, and configuration accuracy.
• Ensure outputs from Discovery, Service Mapping, Event Management, and CMDB are aligned with operational requirements and ITIL best practices.
• Drive CMDB data quality, completeness, correctness, and relationship accuracy through defined process controls, audits, and reconciliation mechanisms.
• Define and enforce CI lifecycle governance, including onboarding, updates, relationship maintenance, and retirement.
• Analyse operational events, alerts, and availability trends to identify process gaps, noise issues, and improvement opportunities.
• Define, monitor, and report KPIs for monitoring effectiveness, alert noise reduction, CMDB health, service visibility, and MTTR.
• Coordinate with infrastructure, network, application, and operations teams to validate CIs, service dependencies, and ownership models.
• Support continuous improvement initiatives to enhance availability, performance, service reliability, and operational efficiency.
• Maintain ITOM and CMDB process documentation, standards, policies, and operational guidelines.
• Act as a bridge between IT operations teams and platform teams, ensuring tooling behavior accurately reflects defined ITOM and CMDB process intent.

About the Employer

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

About the Candidate

• Essential: Bachelor's or master's degree in computer science, Information Technology, or a related field.
• Preferred: Prior working experience in Australia.
• Preferred: Certified System Administrator (CSA).
• Preferred: Certified Application Developer (CAD).
• Preferred: ITOM Specialist (Discovery / Service Mapping).,
• Excellent customer-facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.
• Income Protection Insurance

Work Environment

• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing