About Accenture 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 799,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

Join Accenture and help transform leading organisations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture and make delivering innovative work part of your extraordinary career. 

  

Technology

We provide innovative and comprehensive services and solutions that span cloud; systems integration and application management; security; intelligent platform services; infrastructure services; software engineering services; data and AI; automation; and global delivery through our Advanced Technology Centers. We continuously innovate our services, capabilities and platforms through early adoption of new technologies such as generative AI, blockchain, robotics, 5G, edge computing, metaverse and quantum computing. We provide a range of capabilities that addresses the challenges faced by organizations today, including how to achieve reinvention, manage change and develop new growth opportunities.

We are continuously innovating and investing in R&D for both existing and new forms of technology. Our focus in our Accenture Labs includes furthering innovation beyond traditional boundaries, such as science and space technologies. Our innovation hubs around the world help clients innovate at unmatched speed, scope and scale. We have strong relationships with the world’s leading technology companies, as well as emerging start-ups, which enable us to enhance our service offerings, augment our capabilities and deliver distinctive business value to our clients. Our strong ecosystem relationships provide a significant competitive advantage, and we are a key partner of a broad range of technology providers, including Adobe, Alibaba, Amazon Web Services, Blue Yonder, Cisco, Databricks, Dell, Google, HPE, IBM RedHat, Microsoft, NVIDIA, Oracle, Palo Alto Networks, Pegasystems, Salesforce, SAP, ServiceNow, Snowflake, VMware, Workday and many others. In addition to our mature partners, we invest in emerging technologies through Accenture Ventures. We push the boundaries of what technology can enable and help clients get the most value and best capabilities out of platforms.

Role Overview

As a Service Management Practitioner (ITIL Process Consultant), you will play a key role in designing, optimizing, and implementing IT service management (ITSM) and asset management strategies, processes, and technologies. You will work closely with clients to assess, refine, and transform their ITSM frameworks, CMDB strategies, and service automation capabilities to enhance business outcomes.

Your focus areas may include:

• ITSM process assessment, design, and transformation

• IT asset and configuration management (CMDB) strategy and implementation

Key Responsibilities

• CMDB Strategy & Governance: Lead the design and implementation of a structured CMDB framework within ServiceNow, ensuring alignment with business and IT objectives.

• Continuous Asset Discovery & Data Quality Improvement: Work with automated discovery tools and data sources to enhance the completeness, accuracy, and reliability of asset and configuration data.

• Multi-Provider Collaboration: Engage with multiple service providers to streamline CMDB integrations, drive data consistency, and improve configuration and asset data quality across the ecosystem.

• IT Asset & Configuration Management Best Practices: Support the adoption of ITIL-aligned asset and configuration management processes, ensuring lifecycle tracking and compliance with governance policies.

• Stakeholder Engagement & Alignment: Collaborate closely with asset management and configuration management practice leads to develop a composite and accurate asset and CMDB management process.

• ServiceNow CMDB Optimization & Enhancement: Work with technical teams to optimize and enhance the CMDB in ServiceNow, ensuring it delivers actionable insights, reporting, and automation for IT and business stakeholders.

• Process & Tool Integration: Assist in integrating asset discovery tools, service management platforms, and third-party data sources to create a unified and effective CMDB ecosystem.

• Continuous Improvement & Compliance: Define and implement data validation processes, reconciliation mechanisms, and governance models to maintain an accurate and operational CMDB that supports ITSM and ITOM initiatives.

Desired Skills & Experience

We are seeking candidates with a strong background in CMDB, IT asset discovery, and configuration management, along with hands-on experience in ServiceNow CMDB implementation and optimization. The ideal candidate will possess the following skills and experience:

Core Requirements:

• Minimum 2 years of experience in CMDB management, asset discovery, and IT configuration management

• Expertise in ServiceNow CMDB, including data modeling, class structures, relationships, and reconciliation

• Strong understanding of continuous asset discovery tools and techniques to improve CMDB data accuracy and completeness

• Experience in collaborating with multiple service providers to enhance asset and configuration data quality

• Knowledge of IT asset management (ITAM) and configuration management best practices, ensuring compliance with ITIL and governance frameworks

• Ability to define and implement CMDB governance models, including data validation, reconciliation, and lifecycle tracking

• Experience with CMDB integrations using discovery tools, APIs, and third-party data sources

• Strong analytical skills to assess and improve CMDB data quality through automation, reporting, and continuous improvement

Preferred Qualifications:

• Experience with ServiceNow Discovery, Service Mapping, and ITOM capabilities

• Knowledge of multi-cloud asset management and FinOps strategies for cloud-based IT environments

• Understanding of Service Integration and Management (SIAM) principles for coordinating CMDB efforts across multiple vendors

• Experience in CMDB automation, reporting, and compliance tracking

• Hands-on experience with CMDB-related toolsets (e.g., ServiceNow, BMC Helix, SolarWinds, Splunk, JIRA)

• Certifications in ITIL 4, ServiceNow CMDB, IT Asset Management (ITAM), or Cloud Governance (AWS, Azure, Google Cloud)

Additional Considerations:

• Strong communication and stakeholder management skills, with the ability to translate technical CMDB concepts into business insights

• Experience in developing CMDB roadmaps, maturity assessments, and optimization strategies

• Ability to work across large, complex organizations with diverse IT environments and service providers

• Security clearance (NV1 preferred) or eligibility to obtain clearance

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.

Must be willing to work from Accenture/client office location 3 days a week (2 days WFH)

Benefits of working at Accenture:

• 18 weeks paid parental leave

• Long & short-term career break opportunities

• Structured career development program

• Local and international career opportunities.

• Certified as a Family Inclusive Workplace™

• Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

• We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

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About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement for Australia:

At Accenture, we recognize that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.

 

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