About Infosys

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.

Short Description

Process Specialist – ServiceNow

Location

Sydney, Australia

Salary range

AUD 108,571–119,893 (Annual Gross)

Roles And Responsibilities

- 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.

Qualifications

- 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).

Advantages

- Excellent customer‑facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem‑solving skills.
- Income Protection Insurance
- 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

Equal Opportunity Statement

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

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📌 Process Specialist - Service Now Engineer (Melbourne)
🏢 Infosys
📍 Melbourne