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Service Management Configuration Lead

Date: 08-May-2021

Location: Sydney CBD, New South Wales, Australia

Company: Ampol


  • Two - year contract role
  • ASX listed business, offering a breadth in learning
  • Be a key player in delivering our roadmap



About us:


At Ampol, we keep millions of people moving every day and continue to be Australia’s leading transport fuel supplier and convenience retailer. Our high-calibre professional services roles have variety and breadth in supporting our operational businesses and the execution of our corporate strategy, working closely together to ensure we meet the needs of our customers. Where do you come in?


The role:


Reporting to our Release and Transition Manager, you will maintain the Configuration Management Practice, including the Process, System/Tools, People, and Suppliers, and manage the execution of Configuration Management activities across the entire community of practice. You’ll help continually develop our Configuration Management Database (CMDB) on the ServiceNow platform to maintain a dynamic Configuration Management plan, and track and prioritise on-going efforts to extend and improve the practice, raising it to a level where it meets all expected business requirements.


You’ll be joining a small group of service management professionals, working together to support Ampol IT delivery teams across the globe. You will also partner with a broad range of technical and business teams (internal and external) to coordinate all activities, so we are looking for individuals who can bring strong influencing, information gathering and communication skills to this role.


This is a two-year contract opportunity and flexible work from home arrangements are available.

Our location is in Sydney CBD right now but we will be undertaking a permanent office move to our new, purpose built accommodation in Alexandria, in mid-August this year.


Key responsibilities:


  • Responsible for the management and overall health and accuracy of the Configuration Management Practice, ensuring it delivers the expected outcomes and benefits.
  • Act as the escalation point for any issues regarding the process and communicate to all stakeholders on process status or changes as appropriate to maintain awareness.
  • Work with the owners and managers of all areas to ensure integration with all other practices (such as Incident Management, Problem Management, Change Management and Service Request Management, IT Operations and Support, Logistics, and IT Finance and Administration functions).
  • Ensure ongoing continual process improvement of the process (primarily through the Configuration Management Plan and issues management).
  • Regularly sample and audit data from the CMDB to estimate accuracy against verified operational data and take corrective actions.



About you:


You will be a seasoned professional in your field, bringing several years’ experience in IT Service Management management and working in environments using Information Technology using ITIL best practices. In particular, you will bring demonstrated skills in configuration management ideally having used ServiceNow. This is a role that you can take ownership of, working autonomously and applying your superior time management and organisational skills to manage multiple complex tasks concurrently while delivering quality output.



Skills and knowledge:


  • A working knowledge of other IT Service Management Processes.
  • Demonstrated ability to generate meaningful analysis of Service Management data, asset tracking, CMDB, incident and problem, etc.
  • Prior experience dealing with 3rd party vendors / solution partners
  • Extensive experience in operating, managing and supporting IT Configuration Management in a complex environment.
  • Experience with ServiceNow
  • Extensive experience in stakeholder management, for both internal & external customers.
  • Well-developed organisational skills and the capacity to be flexible in balancing priorities to meet/exceed customer needs.
  • Heightened ability to work independently and to manage issues that cross multiple teams/technical areas.
  • Proven analytical, problem solving and coordination skills.



Essential qualifications will include:


  • Tertiary qualification in a relevant discipline (such as Business, IT, Engineering, Accounting)
  • ITIL V3 or V4 Foundation certification


Sound like you? Apply now.

Applications will close 2nd June.