Paramatta

• ServiceNow platform administration, with configuration management, CSDM, CMDB.
• Comprehensive learning & development support aligned to icare’s Capabilities.
• Permanent Role| Hybrid working | Baseline salary of $ 149,739 plus super

About the Role

The Configuration & ITOM Lead executes the determined CMDB processes and maintains governance with the various CI, product, and service owners. They partner with the CI owners to ensure the data is kept healthy and provide gatekeeper alignment.

They are responsible for the on-going configuration and maintenance of ITOM Discovery and associated capabilities; they manage and maintain the application service mapping process and are responsible to ensure service mapping capabilities are available and utilised as part of application service definitions and lifecycle. The IT Configuration & ITOM Lead requires good communication skills and works closely with the service owners to map Application Services to be discovered.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Configuration & ITOM Lead you will:

• Ensuring configuration management activities operate in line with service level targets
• Approve or reject CMDB requests for new CI selection and attribute determination
• Coordinates and interfaces between other processes and Configuration management
• Review and analyse CMDB reports and configuration management metrics / trends to proactively seek improvements
• Approve Verification and Audit requests relating to CMDB, CI’s, Service Mapping and ITOM Discovery
• Provides communication to stakeholders on the health of the CMDB and population gaps by CI/Service and Product Owners that update and maintain their assigned CMDB records
• Configures and Maintains Discovery Application
• Works closely with Service Owners, Technical owners and technical teams to ensure accurate population of CMDB, crown Jewels and critical Application Services.
• Interfaces with all technology teams to ensure accurate automated data collection.
• Resolving discovery errors.
• Assuring completion of scheduled discovery jobs
• Assisting in the validation and testing of Discovery after upgrades
• Reviewing the environment for changes and new requirements that may drive changes to the Discovery solution.
• Assures downloads from the ServiceNow store occur monthly for CMDB Classes and Discovery patterns.
• Add new schedules, IP ranges, and credentials for new devices and environments.
• Developing and approving Service Mapping requirements
• Design, Build, Implement, Test, Validate and Review the Service Mapping Solution
• Reviewing changes and requirements that may drive changes to the Service Mapping solution
• Reviewing error logs daily and correcting any issues that arise
• Continuously improve process’ and stakeholder engagement to build and maintain a culture of good governance and accountability

Skills & Experience

• Solid understanding of IT service management principles, processes, and frameworks (e.g., ITIL). Specifically Change Management and Service Asset Configuration Management.
• Proficiency in ServiceNow platform administration, including configuration management, CSDM, CMDB, and reporting capabilities.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and departments
• Prior experience in service asset and configuration management or related roles is desirable.
• Certification in ServiceNow discipline which is specific to the functions within the role:

         IT Service Management

         ITOM Discovery

         ITOM Service Mapping

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.