ServiceNow Configuration Analyst (CMDB)

Tata Consultancy Services; Sydney; On-site; AUD 120,000 - 165,000; Full time

Benefits offered by this job

Competitive salary package

Performance incentives

Global exposure

Certification support & career dev

Diversity & inclusion

Job summary

Tata Consultancy Services (TCS) Australia is seeking an experienced ServiceNow Configuration Analyst (CMDB) to manage and optimize the CMDB, CMDB data quality, and Service Mapping for complex environments in Sydney.

You will work with IT, security, and PM teams to ensure data integrity, governance, and alignment with CSDM, supporting discovery and ITOM initiatives across the organisation.

Qualifications

• Hands-on CMDB management in ServiceNow across complex environments.
• Experience with Service Mapping for application-service discovery and relationships.
• Strong understanding of CMDB data model, IRE controls, and CI relationships.
• Familiarity with CSDM alignment and ITIL Service Configuration Management practices.

Responsibilities

• Manage and maintain the ServiceNow CMDB: CI classes, attributes, and ownership.
• Ensure data accuracy, completeness, and integrity of CI data.
• Define/maintain identification rules, reconciliation rules, and data-source priorities.
• Monitor CMDB Health Dashboard and perform data-quality remediation.
• Build and troubleshoot Service Mapping for services and components.
• Support ServiceNow Discovery (schedules, MID servers, probes) and remediation actions.
• Collaborate with infra, app, cloud, network, security, and ITSM teams.

Skills

ServiceNow CMDB

Service Mapping

ITOM Visibility

CI data model

IRE controls

CSDM principles

ITIL

Stakeholder mgmt

Analytical troubleshooting

Tools

MID Server

ServiceNow Discovery

Discovery Patterns

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

Role: ServiceNow Configuration Analyst (CMDB)

Experience: 5+Years

Location: Sydney

Job Type: Full Time (Permanent)

• Proven hands-on experience managing and maintaining ServiceNow CMDB in a complex enterprise environment.
• Solid hands-on expertise in Service Mapping, including application-service discovery, entry points, traffic-based connections, patterns, and troubleshooting.
• Good experience with ServiceNow Discovery and ITOM Visibility.
• Strong understanding of CI classes, relationships, CMDB data model, IRE, CMDB Health, MID Server, Discovery patterns, and schedules.
• Working knowledge of CSDM and application/infrastructure dependency mapping.
• Experience resolving duplicate, stale, orphaned, incomplete, and incorrectly related CIs.
• Good understanding of ITIL Service Configuration Management practices.
• Strong analytical, troubleshooting, documentation, communication, and stakeholder-management skills.

Key Responsibilities :

• Manage and maintain the ServiceNow CMDB, including CI classes, attributes, relationships, lifecycle states, and ownership.
• Ensure the accuracy, completeness, consistency, and integrity of Configuration Item (CI) data.
• Define and maintain identification rules, reconciliation rules, data-source priorities, and Identification and Reconciliation Engine (IRE) controls.
• Monitor and improve CMDB Health Dashboard measures covering completeness, correctness, and compliance.
• Perform data-quality reviews, duplicate analysis, stale and orphaned CI identification, reconciliation, and remediation.
• Build, maintain, validate, and troubleshoot Service Mapping for business and application services.
• Support ServiceNow Discovery, including schedules, credentials, MID Servers, patterns, probes, sensors, and troubleshooting.
• Analyze failed or incomplete Discovery and Service Mapping results and coordinate corrective actions.
• Maintain relationships across applications, servers, databases, network components, cloud infrastructure, and business services.
• Align the CMDB data model and service portfolio with Common Service Data Model (CSDM) principles.
• Define and enforce CMDB governance standards, operating procedures, controls, and certification processes.
• Produce CMDB health, data-quality, coverage, and compliance reports for operational and governance reviews.
• Collaborate with infrastructure, application, cloud, network, security, asset management, and ITSM teams.
• Support audits and drive continuous improvement of Service Configuration Management practices.

Top Reasons to Join Our Team at TCS Australia

Attractive compensation & rewards

We offer a highly competitive salary package aligned with the Australian market, complemented by performance-based incentives, recognition programs, and comprehensive employee benefits. Your achievements are celebrated, and your contributions truly matter.

Global exposure with local impact

At TCS, you’ll work with leading Australian enterprises across diverse industries while collaborating with our global network of experts. This means access to world-class practices, transformative technologies, and the chance to shape solutions that have a real impact — locally and globally.

Empowering leadership & supportive environment

Our leadership team is committed to helping you succeed. We encourage initiative, reward innovation, and provide a collaborative environment where your ideas are heard and valued.

We believe in careers, not just jobs. With continuous learning, certification support, career mobility, and clear progression pathways, TCS empowers you to grow and evolve — whether you want to deepen your expertise, explore new domains, or take on leadership roles.

Inclusive, collaborative culture

Diversity, inclusion, and respect are central to who we are. At TCS Australia, you’ll join a workplace where collaboration thrives, individuality is valued, and everyone can contribute to meaningful outcomes.

Continuous learning & cutting-edge innovation

We invest heavily in your development, offering structured learning programs, global certifications, leadership development, and opportunities to work with emerging technologies. You’ll be part of an environment that constantly challenges and expands your capabilities.

A Great Fit for the TCS Culture

We’re looking for people who are:

• Passionate about technology and transformation
• Driven by curiosity, innovation, and continuous learning
• Excited to work in a collaborative, purpose-driven environment
• Motivated by delivering real impact for clients, communities, and society

Our core values — Integrity, Excellence, Responsibility, Pioneering Spirit, and Unity — shape how we work and how we grow together.

The TCS Community in Australia and Beyond

• Global strength: Over 600,000+ associates in 55+ countries, united by a shared purpose — to innovate and make a difference.
• Local presence: A trusted partner to Australia’s leading enterprises across financial services, government, retail, healthcare, telecom, and more.
• Social impact: Deeply committed to sustainability, digital inclusion, and community engagement initiatives in Australia and around the world.
• Empowered workplace: We foster a culture where diversity, equity, and accessibility are integral to how we operate.

We don’t just imagine a better future — we help build it.

About TCS

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. We have partnered with many of the world’s largest organisations to help them transform their businesses, operating models, and technology ecosystems.

Learn more at www.tcs.com.

Equal Opportunity Employer

TCS is an equal opportunity employer. All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Note: Compensation details are accurate as of this posting and may be adjusted in line with Australian laws and market conditions. Applicants may be asked to attend interviews in person or via video conference and present valid identification during the process