CMDB Coordinator

An exciting opportunity has arisen for a Configuration Management Database Coordinator to join a highly respected service management team based in Sydney. This role is perfect for someone who thrives on building strong relationships with customers and internal teams, ensuring the integrity and accuracy of configuration and asset data across complex IT environments.

What you'll do:

As a Configuration Management Database Coordinator based in Sydney, you will be at the heart of ensuring that all configuration items (CIs) and assets within managed IT environments are accurately identified, classified, recorded, tracked, audited, and reported on throughout their lifecycle. Your day-to-day activities will involve collaborating with various stakeholders—customers, internal teams, suppliers—to uphold the integrity of the CMDB while supporting process improvements that drive operational excellence. You will be responsible for processing updates to critical records; monitoring data quality; producing insightful reports; facilitating training; attending key meetings; contributing to audits; assisting with system configurations; and championing best practices across all aspects of configuration management. Success in this role means consistently delivering reliable outcomes that meet or exceed service level agreements while actively contributing to a culture of continuous improvement.

- Support the development and ongoing maintenance of configuration management and asset management plans, processes, procedures, templates, and support materials to ensure seamless integration with customer, internal, and supplier systems.
- Assist in maintaining the Configuration Data Model (CDM) as well as corresponding Configuration Item (CI) classes and lifecycles to guarantee accurate tracking throughout their existence.
- Deliver training sessions and create supporting materials for new and existing staff, customers, and suppliers to promote understanding of configuration management processes.
- Monitor the quality of manual updates and automatic inflows into the CMDB from integrated data sources to maintain high levels of data accuracy.
- Process approved updates to both the CMDB and Asset Register for hardware, software assets, contracts, licenses, and key documentation in line with established policies.
- Produce technical analyses, detailed reports such as inventories or trend analyses, conduct audits, and fulfil approved requests as required by stakeholders.
- Participate actively in customer meetings, internal discussions, supplier forums as a subject matter expert or in other roles such as chair or minute-taker when needed.
- Support the development of metrics and KPIs for process performance while ensuring timely delivery of configuration and asset reports according to agreed service levels.
- Contribute to continual service improvement initiatives by participating in communities of practice, delivering workshops, developing SOPs, and evaluating process maturity models.
- Assist with the maintenance and configuration of supporting systems or tools necessary for effective configuration management.

What you bring:

- At least two years' experience in ITIL-based configuration management or asset management administration within medium or large-scale IT environments is essential for success in this role.
- A proven track record in delivering exceptional customer service within complex settings where multiple tasks must be managed simultaneously under pressure.
- Demonstrated commitment to ethical business practices alongside continual improvement initiatives that benefit both customers and colleagues alike.
- Experience working with managed service providers or operating under a service integration and management (SIAM) model is highly desirable.
- Familiarity with cloud computing platforms or hosted solutions adds significant value when supporting diverse technology landscapes.
- Broad exposure to various technologies—including hardware, software applications (SaaS), private/public cloud environments—and their use in delivering customer solutions is advantageous.
- Excellent communication skills—both written and verbal—are required for engaging effectively with technical/non-technical stakeholders; strong report writing abilities are also important.
- Well-developed negotiation skills combined with time management expertise enable you to plan effectively while meeting firm deadlines across multiple projects.
- Analytical thinking paired with an ability to understand complex technical scenarios ensures robust problem-solving capabilities within fast-moving environments.
- Proficiency using Microsoft Office suite (Word/Excel/Visio), ServiceNow ITSM/Service Mapping Discovery tools; experience with BMC/Power BI/SCOM/Nagios/Science Logic/VM Systems/Microsoft Project/Azure/AWS/GCP is beneficial.
- Tertiary qualifications in IT Management or Business Management—or related fields—alongside ITIL Foundation certification (v3 or later); ITIL Intermediate certification is desirable.

What sets this company apart:

This organisation stands out for its unwavering dedication to making technology truly impactful for its clients by applying cutting-edge solutions that deliver tangible results. The company's purpose-driven approach ensures every decision aligns with creating real value for customers while fostering an inclusive environment where each team member's input matters. Employees benefit from a culture built around shared values—the 'Way'—which emphasises collaboration mutual respect information security excellence quality assurance ongoing learning opportunities professional growth communal support networks generous training resources flexible working arrangements dependable leadership knowledgeable mentors supportive colleagues open communication channels transparent feedback mechanisms ethical business practices inter-personal trust warm workplace atmosphere commitment towards under-represented groups encouragement for personal development recognition of achievements celebration of diversity—all contributing towards an environment where everyone can thrive together achieve more than they ever thought possible.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.

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