ServiceNow -Configuration Management Lead

We are excited to introduce an exceptional opportunity for an experienced and technically focused ServiceNow -Configuration Management Lead to join Downer’s Enterprise Service Management Platforms team.

This is a specialist leadership role suited to a passionate ServiceNow professional who thrives on improving data integrity, governance, and platform capability. You will play a critical role in ensuring Downer's ServiceNow Configuration Management Database (CMDB) remains accurate, trusted, and fit for purpose, providing the foundation for Incident, Problem, Change, Service Mapping and Service Management processes across the enterprise.

Reporting to the Head of Enterprise Service Management Platforms, you will own the governance, integrity and continuous improvement of Configuration Management within ServiceNow, including CMDB strategy, CI data quality, Discovery, Service Mapping and configuration standards.

Operating within a product-led DevOps model, this role is demand-driven and project-based, partnering with business and technology stakeholders to establish, enhance and support configuration management capability across the ServiceNow portfolio. Consistent with our "you build it, you run it" approach, you will retain accountability for the solutions and capabilities you deliver through to operational support and continuous improvement.

This position offers the opportunity to influence platform maturity, drive best practice configuration management, and contribute to the ongoing evolution of Downer's enterprise service management capabilities.

This position can be based in North Ryde(Sydney) or Milton (Brisbane).

About the Role 

In this role you will:

• Own and govern the ServiceNow CMDB, ensuring configuration item (CI) data quality, integrity and trustworthiness across the platform.
• Establish and maintain configuration management processes, governance frameworks, standards and data models aligned with ITIL and platform architecture principles.
• Deliver configuration management capability across projects and initiatives, including CMDB enhancements, Discovery, Service Mapping and CI lifecycle improvements.
• Define, monitor and enforce CI data quality controls, audits and remediation activities to maintain CMDB health and reliability.
• Partner with ServiceNow Architects, Developers, Business Analysts, Service Management teams and business stakeholders to ensure configuration data supports operational processes and decision-making.
• Provide reporting, insights and analytics on CMDB health, data quality and configuration management maturity.
• Drive continuous improvement opportunities, identifying innovative approaches to strengthen platform capability and user outcomes.
• Provide technical leadership within the configuration management discipline, mentoring colleagues and acting as a trusted subject matter expert.
• Ensure alignment with platform standards, enterprise architecture principles and ServiceNow best practices.
• Operate within a product-led DevOps model, maintaining ownership of delivered capabilities through build, run and ongoing enhancement phases.
• This is a highly influential individual contributor role where you will combine hands-on technical expertise with strategic leadership to improve the quality and value of enterprise configuration data.  

Our Ideal Candidate

You are a highly analytical and detail-oriented ServiceNow professional who is passionate about configuration management, data governance and continuous improvement. You enjoy solving complex problems, influencing stakeholders and building trusted enterprise capabilities that enable better operational outcomes.

You are comfortable working across architecture, development and service management teams and have the ability to translate technical concepts into practical business value.

What You Will Bring

• Bachelor's degree in information technology, Computer Science or a related discipline, or equivalent practical experience.
• ServiceNow and/or ITIL certifications highly regarded.
• Demonstrated experience in Configuration Management and CMDB administration, ideally within the ServiceNow platform.
• Strong understanding of Configuration Item (CI) data modelling, governance, lifecycle management and data quality practices.
• Experience with ServiceNow Discovery, Service Mapping and CMDB health management.
• Sound knowledge of ITIL Configuration Management and how it supports Incident, Problem and Change Management processes.
• Hands-on experience implementing and improving CMDB governance frameworks, standards and controls.
• Strong analytical skills with a focus on accuracy, process improvement and data integrity.
• Excellent stakeholder engagement, commu