At Bupa, we’re passionate about creating meaningful impact for our customers and for the people who work with us. We thrive in a collaborative, high-performing environment where experimentation is encouraged, and where agile ways of working and human-centered design are more than just buzzwords - they’re embedded in everything we do.
You’ll join a purpose-led organisation where your work helps people live longer, healthier, and happier lives alongside a talented, driven team that values both impact and collaboration.
About the Role | IT Configuration Management Specialist– Melbourne (Permanent, Hybrid role)
We have an exciting opportunity for an experienced IT Configuration Specialist to support the design, implementation, and continuous improvement of our Configuration Management practice at BUPA APAC and CMDB (Configuration Management Database) capabilities within the ServiceNow platform.
This role will drive the accuracy, completeness, and governance of configuration data that supports critical ITSM, ITOM, ITAM, and risk management processes.
You will be responsible for managing end-to-end configuration data lifecycle, ensuring compliance with Common Service Data Model (CSDM) best practices, supporting Service Mapping initiatives, and embedding robust CMDB data governance and quality controls.
The role requires strong cross-functional collaboration across Infrastructure, Security, Risk, Architecture, DevOps, and Asset Management teams.
If you are a strategic thinker with attention to detail and a passion for data integrity, have excellent stakeholder engagement, strong analytical and troubleshooting capabilities we would like to hear from you.
What You’ll Be Doing
Configuration Management Process Leadership
- Define, implement, and evolve the Configuration Management process across BUPA APAC aligned to ITIL and industry best practices.
- Own and maintain the Configuration Management Policy, RACI, and governance framework.
- Ensure processes support ITSM, ITOM, ITAM, DevOps, and Cybersecurity use cases.
CMDB and Data Governance
- Oversee the design, population, and ongoing maintenance of the ServiceNow CMDB, ensuring data accuracy, completeness, and relevance.
- Define and monitor Data Quality KPIs, develop dashboards, and initiate remediation actions for poor quality data.
- Establish and enforce CI (Configuration Item) lifecycle management standards, including CI class models, relationships, attributes, and identification rules.
CSDM and Service Mapping
- Lead the adoption and maturity of the Common Service Data Model (CSDM) in ServiceNow.
- Guide service owners and product teams in mapping services to business applications and capabilities, using ServiceNow’s Service Mapping and Discovery tools.
- Ensure alignment between services, applications, infrastructure, and business processes in CMDB.
Risk, Compliance, and Controls
- Collaborate with Security and Risk functions to integrate CMDB with GRC (Governance, Risk, and Compliance) processes (where applicable)
- Support internal/external audits and ensure configuration management practices comply with CPS230, ISO, and other regulatory requirements.
- Implement controls and alerts to detect unauthorized CI changes or data anomalies.
Technology Enablement
- Work with the ServiceNow platform team to improve CMDB-related modules, Discovery, Service Mapping and integrations.
- Contribute to solution design and testing of new features and data models on ServiceNow.
- Provide training, documentation, and support to stakeholders using CMDB-related data.
What You’ll Bring
- 5–8+ years of experience in Configuration Management, CMDB administration, or ITSM/ITOM roles.
- In-depth hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and CSDM.
- Proven knowledge of ITIL v4/ITIL 2011, especially around Configuration, Change, Incident, Problem, and Asset Management.
- Strong knowledge of CMDB data governance principles and experience managing data quality at scale.
- Experience implementing and operating risk controls and compliance processes related to CMDB.
- Ability to design and interpret CMDB Health dashboards, data audits, and reports.
What’s in it for you
We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.
