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About the Role

This role is ideal for a consultant who enjoys turning service data into meaningful insights that drive better decision-making, service improvement, and operational excellence. You'll work across a broad stakeholder landscape, delivering reporting, analytics, dashboards, and performance insights that support IT service delivery and customer outcomes.

Responsibilities

• Develop, maintain, and enhance operational and executive reporting across IT service management functions.
• Produce meaningful dashboards, scorecards, and performance reports that provide stakeholders with real-time visibility of service outcomes.
• Monitor and report on service performance against agreed KPIs, SLAs, OLAs, and Experience Level Agreements (XLAs).
• Design and develop ServiceNow reports and dashboards.
• Support the configuration and optimization of reporting and analytics capabilities within the Service Management platform.

Requirements

• Experience in IT Service Management, Service Reporting, Service Analytics, Performance Reporting, or a related discipline.
• Experience delivering reporting solutions in complex enterprise environments.
• Strong experience with ServiceNow reporting and dashboards.
• Understanding of KPI, SLA, OLA, and service performance measurement frameworks.
• Australian Citizens with an active security clearance.
• Flexibility and adaptability to work in shifts for continuous support.
• Ability to be on call to address incidents promptly.
• Willingness to perform after-hours deployment activities as needed.

Skills

• ServiceNow reporting
• ServiceNow dashboards
• KPI
• SLA
• OLA
• Experience Level Agreements (XLAs)
• ITIL best practices

Location

• Australia

Work Type

• Managed services
• On-call
• Shift work

Experience Level

• Experienced

Benefits

• 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

About the Company

• Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
• We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
• We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
• Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
• We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Opportunity

• At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.
• As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences.
• These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.
• We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle.
• All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination.
• If you require adjustments to the recruitment process or have a preferred communication method, please email exectalent@accenture.com and cite the relevant Job Number, or contact us on +61 2 9005 5000.
• Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement