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ServiceNow ITOM Specialist

Melbourne Job No. 11509942 Full-time

Job Description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Learn more about how we are measuring value in all directions with Accenture's 360 degree Value Integrated Reporting.

We are: 

Accenture’s ServiceNow Business Group, and one of only 5 Global Strategic Partners with ServiceNow. We help our diverse clients tackle their toughest challenges while unleashing their fullest potential…and then some. What makes our approach so unique? Operating across ANZ, we bring together commercial innovation and leading-edge technologies to deliver an integrated, mobile and interactive experience that far exceeds expectations. How? Our passion meets purpose! Through our diverse culture and inclusive thinking, we embrace our employees' ideas taking them from concept to practical solutions. Not to mention, we sleep well at night knowing our work directly impacts and improves the way the world works. We keep our tech smarts sharp by providing abundant training and certification opportunities. Are you ready to learn and grow in a career, while making a difference?   


What we are looking for: 

A seasoned ServiceNow ITOM Specialist with a deep understanding and extensive experience in implementing ServiceNow ITSM and ITOM solutions, particularly in Service Mapping and Discovery modules. The individual would excel in translating business requirements into practical ITOM solutions and would have a keen eye for optimizing processes and automating workflows. Their strong technical acumen, coupled with their ability to lead and collaborate with teams, would allow them to drive successful ITOM projects from conception to implementation.  


Key Responsibilities: 

  • Lead the design, implementation, and deployment of ServiceNow ITOM solutions for our clients, ensuring alignment with their business objectives and requirements. 

  • Serve as the subject matter expert for ITOM processes and best practices, providing guidance and recommendations to clients and project teams. 

  • Collaborate with clients and project stakeholders to gather requirements, analyse business processes, and identify opportunities for process optimization and automation. 

  • Configure and customize ServiceNow ITOM modules, including Service Mapping, Discovery, Event Management, and Operational Intelligence, to meet client-specific needs. 

  • Develop technical specifications, workflows, and integration requirements to support ServiceNow implementation projects. 

  • Provide leadership and guidance to junior consultants and project teams, fostering a collaborative and high-performance work environment. 

  • Conduct training sessions and knowledge transfer activities to enable client teams to effectively use and maintain the implemented solutions. 

  • Stay updated with the latest ServiceNow trends, features, and releases, and proactively recommend enhancements or new functionality to clients. 


Basic Qualifications: 

  • Minimum 6-8 years of experience with the ServiceNow platform, with a focus on ITOM implementations, Service Mapping and Discovery modules. 

  • Certified Implementation Specialist certifications in ITSM and ITOM 

  • Strong knowledge of IT Service Management (ITSM) processes and frameworks (ITIL, COBIT, etc.). 

  • Hands-on experience in designing and configuring ITOM solutions in the ServiceNow platform. 

  • Familiarity with IT operations and infrastructure management concepts, including network devices, servers, databases, and cloud environments. 

  • Experience with ServiceNow CMDB and integration with third-party tools and systems. 

  • Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues. 

  • Strong communication and interpersonal skills, with the ability to effectively collaborate with clients and project teams. 

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