Description
- Be part of a high performing team
- Location: Sydney
- Initial 6 months contract
- Hybrid
The opportunity
The ServiceNow Project Analyst supports the requirements, design, build, test, implementation and ongoing sustainment of AMP’s Configuration Management Database (CMDB), with a specific focus on AI discovery and registration, capturing AI risks associated with these discovered assets, and the workflow/actions for any AI asset treatment.
The role is responsible for collecting assigned deliverables across AI asset registration, CMDB data quality, ownership mapping, relationship validation, tactical reporting and operational handover. This Level 4 role operates with autonomy on some day-to-day decisions and is expected to complete assigned deliverables with little day-to-day management, while seeking guidance from the Configuration Manager or accountable platform owners for moderate to complex judgements.
The role is short to medium term operational impact by helping establish a trusted AI asset inventory, improving visibility of sanctioned and shadow AI, and strengthening audit, risk and service management readiness. This role acts primarily as the Business Analyst for the Service Operations team and main ‘go to’ person for the project.
The Configuration Analyst works closely with ServiceNow and Microsoft platform teams, Security, Risk & Compliance, Software Asset Management, Application Owners, Service Owners and implementation partners to ensure discovered AI assets are registered in ServiceNow, enriched with meaningful context and maintained as reliable evidence for governance and assurance ensuring compliance with regulatory requirements e.g. CPS230 and being able to accurately report on AMP assets.
The role will develop, implement, maintain and govern CMDB policies and procedures, aligning with best practices and working with business units, in an advisory, consultative or development capacity, to ensure their business requirements are supported by the CMDB.
The role requires the ability to think like the consumer and the responsibilities they have around data governance and how to make that easier for them.
Description of division and business unit
Data, Infrastructure, AI and Services Operations providing support to technology and business portfolios, including the governance and operational management of configuration data, AI asset registration and service management controls.
About the role:
- Support the delivery of user stories, project requirements and business analysis activities for the ServiceNow AI Control Tower initiative, ensuring Configuration Management processes, workflows and CMDB requirements are clearly documented, prioritised and aligned to business objectives.
- Work with business and technical stakeholders to gather, analyse and document requirements, user stories and acceptance criteria for AI Control Tower, CMDB and related ServiceNow capabilities.
- Support the ServiceNow AI Control Tower and CMDB integration by validating AI asset records, classes, relationships, attributes and registration workflows.
- Review AI discovery outputs from Microsoft Agent 365, MDCA and supported platform integrations, triage candidate records and coordinate remediation of incomplete or duplicate data.
- Maintain operational procedures, work instructions, data standards and user guidance for AI asset registration and CMDB enrichment.
- Work with ServiceNow, Microsoft, Security, Risk, SAM, Application Owner and Service Owner teams to resolve data quality issues and confirm ownership, service mapping and lifecycle status.
- Support CMDB health, reconciliation, relationship quality and reporting dashboards, including tactical reporting for Steerco, Risk, Audit and Assurance.
- Contribute to testing, UAT, implementation, warranty support and BAU handover for Discovery and Registration capabilities. Document the operational procedures to run and maintain IT operations and CMDB with AI.
- Execute day-to-day CMDB configuration management activities for AI discovery and registration, ensuring manual AI assets are accurately created, maintained and linked to the correct owners, services and data sources.
- Identify operational process improvements and automation opportunities that improve accuracy, reduce manual effort and strengthen auditability.
- Support incident, problem, change and service continuity processes by ensuring AI asset and configuration information is reliable, current and usable.
- Escalate moderate to complex issues to the Configuration Analyst or accountable platform owner, providing analysis, options and recommended next steps.
- Contribute to evidence packs, control checks and data remediation activities to support operational resilience, regulatory readiness and internal governance expectations.
- Stay current with ServiceNow CMDB, AI Control Tower, Microsoft Agent 365 and AI discovery capability changes relevant to the role.
About you:
- 2+ years' experience analysing business and technical requirements, facilitating requirements gathering sessions, documenting functional requirements, and writing user stories and acceptance criteria for agile delivery within ServiceNow, CMDB or Configuration Management environments.
- 2+ years’ experience analysing the needs of the business and technical communities and writing user stories for agile sprints
- Practical experience working with ServiceNow CMDB records, CI classes, relationships, data quality rules, dashboards or reporting.
- Experience supporting technology delivery, testing, operational handover or BAU support for systems and integrations.
- Exposure to cloud, SaaS, Microsoft 365, Azure, AWS, AI platforms or platform discovery tools is desirable.
- Working knowledge of ITIL practices, particularly Configuration, Change, Incident, Problem and Service Asset Management.
- Experience working with multiple stakeholder groups, including platform teams, application owners, technology risk, security, audit and external delivery partners.
- Ability to work with assigned deliverables with little day-to-day management, while seeking guidance on moderate to complex judgements.
- Financial Services or regulated environment experience is desirable.
- IT Service Management and ServiceNow certifications are desirable.
Job Specific capabilities required:
- Strong business analysis skills, including stakeholder engagement, requirements elicitation, process mapping, user story development, acceptance criteria definition and supporting project delivery within Agile and ServiceNow environments.
- Demonstrated ability to translate Configuration Management, CMDB and AI governance requirements into clear user stories, business requirements and workflow designs for ServiceNow implementations.
- Ability to gain user stories from stakeholders and clearly describe what is needed.
- Broad understanding of configuration management and a basic understanding of adjacent disciplines such as ITSM, asset management, risk and security governance.
- Ability to interpret discovery data, identify gaps, validate relationships and recommend practical remediation actions.
- Clear written and verbal communication skills, including the ability to document procedures, prepare status updates and explain data quality issues to stakeholders.
- Comfortable working across ServiceNow, Microsoft and reporting tools to support operational outcomes.
- Able to work autonomously day to day, while collaborating with senior staff when issues are complex or decisions have broader impact.
- Customer and service mindset, with a focus on making CMDB and AI asset data easier for consumers to use and maintain.
- Results orientated, curious and committed to continuous improvement, learning and uplift of operational maturity.
- Hybrid working model; high speed Internet at home; dedicated ergonomic and safe space to work from home.
Working at AMP
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.
Wellbeing & Benefits
We invest in the health, wellbeing, and development of all our people including our contingent professionals, by offering a range of great benefits to support you be your best, professionally, and personally:
- Finance & investment assistance and opportunities.
- Salary packaging and novated vehicle leases
- Employee Assistance Program – Benestar.
- Access to discounted health and wellbeing initiatives through Medibank.
- Access to a range of discounted offerings via an extra’s benefits program.
- Networking / professional development opportunities and events
We review applications as soon as we receive them and if we find our ideal person, we may close the role earlier than the advertised close date. If you are serious about expanding your skills with AMP as a contingent professional, then please click on the apply link.
Agencies should note that unsolicited resumes will not be accepted for this position and AMP will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved process. Where appropriate, the AMP Team will work with our preferred panel of agencies to source candidates for roles.
