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Service Management ITIL Process Consultant

multiple locations +view all Job No. 11733700 Full-time - Hybrid

Job Description

About Accenture 

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, Technology and Operations services and Accenture Song — 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. Visit us at

Join Accenture and help transform leading organisations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture and make delivering innovative work part of your extraordinary career.

About the role

Our IT Service Management professionals help our clients to transform the way they provide their IT services to the business through service excellence. We are looking for passionate and talented resources with interest, skills and experience across a range of service management processes and technologies, to support the design and delivery of Infrastructure projects bringing technology and business benefits to our clients.


Job description

Join Accenture’s Service Management excellence team to help design, deliver and support service management process, architecture and technologies. The successful candidate will leverage business effectiveness skills such as service management strategy, operating model, process maturity assessment and defining roadmap for process and tool implementation. This position will vary in the scope of project responsibilities; however generally this position will focus on delivering solutions such as but not limited to Service Management Architecture and Planning; Service Optimisation; Service Integration and Management; and ITIL process assessment, design and implementation.

Key Requirements:

  • Minimum 3 years’ experience in service management transformation consulting and delivery

  • Experience in service management process design and implementation

  • Experience or knowledge of service management operating model design and implementation

  • Experience or knowledge of service management tool strategy, architecture, design and implementation

  • Experience or knowledge of software asset management

  • Experience or knowledge of service management automation and AIOps

  • Experience or knowledge of service operations review and stabilisation

  • Service integration and management (SIAM) operating model, process design and tool implementation

  • Experience or knowledge of service catalogue design and implementation

  • Experience or knowledge of service desk transformation and service delivery

Supplementary requirements:

  • Minimum Bachelor's degree or equivalent vocational qualifications

  • Experience with service management toolsets such as ServiceNow, BMC, Splunk, JIRA, Solarwinds

  • Ability to articulate design, operational and technical issues to both technical and non-technical audiences

  • Ability to express complex concepts, issues and ideas into various media including proposals, presentations, documentation, operating models and process designs

  • Ability to meet travel requirements, when applicable

  • Experience with ITIL oriented (operational or service management) tools – service desk, change, availability, and/or monitoring

  • Experience or knowledge of Cloud FinOps, Cloud Bill Analysis and Cost Optimisation

  • Highly prefer candidates with relevant industry or technology certifications: ITIL4, SRE, COBIT, ServiceNow, BMC and Cloud (AWS, Azure, Google)

  • Desire to work in an information systems environment.

  • Excellent communication (written and oral) and interpersonal skills.

  • Excellent leadership and management skills.

  • Proven success in contributing to a team-oriented environment.

  • Proven ability to work creatively and analytically in a problem-solving environment.

  • Desire to work in an information systems environment.

  • Excellent leadership, communication (written and oral) and interpersonal skills

  • Ability to manage multiple engagements and conflicting priorities.

  • Hold a relevant Defence security clearance (NV1 preferred) or be eligible to obtain a Defence security clearance.

  • Australian citizenship is required to be eligible for an Australian Government security clearance.



Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.


Canberra, Melbourne

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