Configuration Specialist SNOW

Let’s create a more sociable future together

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!

• Bring your passion and feel the energy 
• This is just the start, so dream big 
• Flexible / Hybrid ways of working

This role supports and develops the Endeavour Group’s ServiceNow platform and Configuration Management Database (CMDB), ensuring the effective operation, development, and optimisation of ITSM processes. The ServiceNow and CMDB Analyst/Developer will play a critical role in managing the pipeline and priorities for ServiceNow, acting as a key conduit between Service Management and the broader ITSM team. This role will fully leverage all ServiceNow capabilities to optimise workflows, pipeline management, and cross-functional integration.

Sound good? Read on.

Here is a taster of what you can expect in this role:

• Configuration Management Strategy: Lead initiatives to customise and configure the ServiceNow platform to enhance ITSM capabilities, including incident, change, release, lifecycle, and asset management modules, as well as integration with external systems and partners.

• ServiceNow Development & Maintenance: Customize and configure the ServiceNow platform to enhance EGL’s ITSM capabilities, including incident, change, and problem management modules. Act as a single point of contact to engage Vendor(Enable/Fujitsu) and manage & prioritize the enhancements and projects in ServiceNow.

• CMDB Management: Oversee the population, maintenance, and health of the Configuration Management Database (CMDB) within ServiceNow. Ensure that all configuration items (CIs) are correctly identified, classified, and related to one another.

• Pipeline Management: Own and manage the backlog of ServiceNow enhancements, prioritizing in line with organizational goals and Service Enablement team requirements to ensure optimal resource allocation and functionality.

• Asset & CI Lifecycle Management: Manage the lifecycle of EGL assets and configuration items(CI), including their creation, updates, and retirement in ServiceNow. Ensure accurate and up-to-date records for all Asset & CIs.

• Vendor & SI Management: Act as the primary liaison between internal teams and external vendors/SIs to ensure alignment on configuration requirements, standards, and deliverables. Oversee the vendor/SI engagement throughout the entire lifecycle, from initiation to ongoing maintenance and optimization.

• Process Improvement: Identify and drive improvements to EGL ITSM processes, leveraging automation within ServiceNow to enhance efficiency and effectiveness.

• Thought Leadership and Engagement: Act as the primary engagement point for Service Management regarding changes on ServiceNow, driving improvements and adoption of best practices in event management, asset management, and lifecycle management.

• Stakeholder Collaboration: Serve as the key link between Service Management and ServiceNow development, coordinating across teams to ensure all ServiceNow capabilities are utilised to their fullest potential.

• Reporting & Data Integrity: Develop dashboards, reports, and data insights on EGL’s configuration management and ITSM metrics to support decision-making and continuous improvement.

• Incident and Problem Management Support: Assist in the identification of root causes and the resolution of incidents, using configuration data to perform impact analysis and drive problem management initiatives.

• Change & Release management Support:Support change & release management processes by ensuring that impacted configuration items are identified and appropriately tracked in ServiceNow during the lifecycle of changes and releases. 

• Event Management Support: Configure event handlers and automated workflows for incident creation, escalation, and resolution. Oversee the integration of event sources and observability tools into the Event Management system. Ensure seamless data exchange between monitoring systems (e.g., network monitoring, server monitoring, APM, etc.) and ServiceNow

• Training and Support: Provide guidance and training on the use of ServiceNow and CMDB processes for IT team members and end users. 

Now let’s talk about you: 

• ServiceNow Expertise: Strong experience with ServiceNow, specifically ITSM modules and platform configuration.

• Pipeline Ownership and Prioritisation: Demonstrated ability to manage and prioritise backlogs, coordinate with multiple stakeholders, and align ServiceNow functionalities with organisational needs.

• CMDB Management: Proven experience managing and maintaining a CMDB, including knowledge of IT assets and configuration items.

• ITIL Proficiency: Solid understanding of ITIL 4 principles, particularly in incident, problem, and change management processes.

• Data Analysis and Reporting: Skilled in creating reports and dashboards within ServiceNow and other tools to support data-driven decision-making.

• Automation and Scripting: Familiarity with JavaScript, Glide API, and ServiceNow automation workflows to streamline IT processes.

The benefits are good too! 

• We offer flexible working in every sense
• An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
• Monthly meeting-free days 
• Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

We are together creators

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.  

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup