Job Description

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

ADDITIONAL REQUIREMENTS:

Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance or are eligible for obtaining security clearance.
This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.
On-call and Shift Expectations: This position is primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients’ IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support. Additionally, you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction.

Please refer the Job description for details