Process Specialist - ServiceNow Engineer

About Infosys

Infosys is a global frontrunner in advanced digital services and consulting, supporting clients across more than 56 countries in their digital transformation journeys. With over 40 years of experience managing large-scale enterprise systems, Infosys excels in guiding organizations to innovate and improve through AI-driven solutions and agile digital practices, fostering superior performance and customer satisfaction. Continuous learning and knowledge sharing from its innovation ecosystem fuel clients’ ongoing digital skill enhancement.

Role Overview

We are looking for a Process Specialist focused on ServiceNow based in Melbourne, Australia. The annual gross salary offered ranges between AUD 108,571 and 119,893.

Key Responsibilities

• Oversee and manage IT Operations Management (ITOM) and Configuration Management Database (CMDB) processes concerning service visibility, monitoring, alert handling, and configuration accuracy.
• Ensure that data from Discovery, Service Mapping, Event Management, and CMDB aligns with operational needs and ITIL best practice standards.
• Drive quality, completeness, and accuracy of CMDB data and its relationships using established process controls, periodic audits, and reconciliation procedures.
• Design and enforce governance for Configuration Item (CI) lifecycle management such as onboarding, updating, association maintenance, and decommissioning.
• Analyze operational alerts and event trends to detect gaps, reduce noise, and identify areas for process enhancement.
• Set, track, and report key performance indicators related to monitoring effectiveness, alert noise reduction, CMDB health, service visibility, and Mean Time To Recovery (MTTR).
• Collaborate closely with infrastructure, network, application, and operations teams to confirm Configuration Items, service dependencies, and ownership frameworks.
• Promote continuous improvement initiatives aimed at boosting system availability, performance, reliability, and operational efficiency.
• Maintain comprehensive documentation of ITOM and CMDB processes, policies, standards, and operational guidelines.
• Serve as a liaison between IT operations and platform teams, ensuring tooling behaviors mirror defined ITOM and CMDB processes accurately.

Qualifications and Preferences

• A bachelor's or master's degree in Computer Science, Information Technology, or a related discipline is essential.
• Preference will be given to candidates with prior work experience in Australia.
• Certified System Administrator (CSA) credential is required.
• Certified Application Developer (CAD) qualification is preferred.
• Specialist certification in IT Operations Management (ITOM) such as Discovery or Service Mapping is advantageous.

Additional Information

Our recruitment process is structured to ensure the best fit for both the candidate and Infosys. This process may involve initial screening, technical/functional interviews, and evaluations of cultural fit and shared values. Transparency, respect, and engagement are core to our hiring approach.

Accommodation for candidates with disabilities or unique needs is available upon request by contacting our recruitment team. We also uphold strict measures protecting the integrity of recruitment through direct coordination with our Talent Acquisition department.

Workplace Benefits

• Comprehensive Income Protection Insurance
• Paid Parental and Volunteer Leave Policies
• Employee Assistance Program (EAP)
• Flexible working arrangements including hybrid options, assessed individually
• Health insurance discounts and wellness programs
• Access to fitness centers and gym memberships
• Salary packaging options and novated vehicle leasing

Equal Opportunity Statement

Employment decisions at Infosys prioritize merit, competence, and performance. We are committed to fostering an inclusive workplace that embraces diversity, offering equal opportunity for all employees.