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Process Specialist - Service Now Engineer

Infosys -
Melbourne VIC

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Job Details

$108,571 - $119,893 a year

Benefits

Health insurance
Parental leave
Employee assistance program
Gym membership
Paid volunteer leave
Salary packaging
Insurance services

Qualifications

Computer Science
CAD
Master's degree
Bachelor's degree
ServiceNow
Communication skills
Information Technology

Full Job Description

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.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Short Description: Process Specialist – ServiceNow

Location: Melbourne, 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.
Essential:
Bachelor’s or master’s degree in computer science, Information Technology, or a related field
Preferred:
Prior working experience in the Australia
Certified System Administrator (CSA)
Certified Application Developer (CAD)
ITOM Specialist (Discovery / Service Mapping)

ADDITIONAL

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

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

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

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“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.”

Apply Now

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