Job Description
About Visy:
Visy is a family-owned Australian business and a global pioneer in sustainable packaging, recycling and logistics. They operate across 150 sites globally, including operations in Asia, Europe, and the USA, supported by a dedicated workforce of over 7,000 employees. It is Australia and New Zealand’s largest manufacturer of food and beverage packaging, made from household recycling. As Australia’s largest recycler, it processes 40% of Australian households recycling. Visy also supports customers with logistics, packaging supplies, point of sale displays and more. At Visy India, their technology hub in Hyderabad, they are expanding their technical capabilities to support their global business.
Primary responsibilities of the Role:
Administer and support Service Now ITSM modules including Incident, Problem, Change, Service Catalog, Knowledge Management
Implement and maintain Hardware Asset Management (HAM) and Software Asset Management (SAM) processes, ensuring compliance and lifecycle tracking
Manage and enhance the CMDB, ensuring accurate configuration item (CI) relationships and data integrity
Configure and troubleshoot Service Now Discovery and Service Mapping to automate asset detection and infrastructure mapping
Develop and manage API integrations between Service Now and other enterprise systems including but not limited to Active Directory, Microsoft 365, SCCM, and Microsoft Endpoint Management (Intune)
Configure workflows, automation, UI policies, and business rules to improve service management and asset tracking
Troubleshoot and resolve Service Now platform issues, escalating as needed
Manage user roles, permissions, and access controls (ACLs) to ensure security and compliance
Stay up to date with Service Now best practices, platform updates, and security enhancements to drive continuous improvement
Plan and manage Service Now upgrades, including:
Reviewing and understanding new features and enhancements in upcoming releases
Coordinating and conducting testing with key stakeholders to ensure compatibility and stability
Proactively presenting new features that could provide business benefits and drive process improvements
Executing the upgrade with minimal disruption to business operations
Collaborate with other IT teams to resolve technical issues
Ensure user issues are resolved in an acceptable timeframe and be able to meet set performance metrics
Experience & Qualifications:
Mandatory:
Bachelor's degree in information technology or a related field
Experience dealing with critical issues
Possess general administration experience with ability to prioritize workload that aligns with business requirements
Being able to work under pressure
Minimum 4 years’ experience administering and supporting Service Now ITSM modules
Strong understanding of IT Asset Management (ITAM), including HAM and SAM best practices
Experience managing Service Now CMDB and Discovery, including troubleshooting patterns and probes
Minimum 4 years of hands-on experience with Service Now scripting (Java Script, Glide API, Flow Designer, business rules, UI policies)
Experience with API integrations and proven success stories
Knowledge of software license compliance, contract management, and IT asset lifecycle processes
Familiarity with ITIL framework and IT service management principles
Strong problem-solving and analytical skills with the ability to troubleshoot complex Service Now configurations
Key Technical Skills:
Skills (Technical, Business, Leadership)
Excellent communication and collaboration skills to work with both technical and non-technical stakeholders
Strong problem solving and analytical skills
Knowledge in Web technologies (Java Script, XML, HTML, HTTP, CSS)
Service Now certifications (e.g., Certified System Administrator, ITSM, ITAM, CMDB, or Discovery) are highly desirable
Visy is a family-owned Australian business and a global pioneer in sustainable packaging, recycling and logistics. They operate across 150 sites globally, including operations in Asia, Europe, and the USA, supported by a dedicated workforce of over 7,000 employees. It is Australia and New Zealand’s largest manufacturer of food and beverage packaging, made from household recycling. As Australia’s largest recycler, it processes 40% of Australian households recycling. Visy also supports customers with logistics, packaging supplies, point of sale displays and more. At Visy India, their technology hub in Hyderabad, they are expanding their technical capabilities to support their global business.
Primary responsibilities of the Role:
Administer and support Service Now ITSM modules including Incident, Problem, Change, Service Catalog, Knowledge Management
Implement and maintain Hardware Asset Management (HAM) and Software Asset Management (SAM) processes, ensuring compliance and lifecycle tracking
Manage and enhance the CMDB, ensuring accurate configuration item (CI) relationships and data integrity
Configure and troubleshoot Service Now Discovery and Service Mapping to automate asset detection and infrastructure mapping
Develop and manage API integrations between Service Now and other enterprise systems including but not limited to Active Directory, Microsoft 365, SCCM, and Microsoft Endpoint Management (Intune)
Configure workflows, automation, UI policies, and business rules to improve service management and asset tracking
Troubleshoot and resolve Service Now platform issues, escalating as needed
Manage user roles, permissions, and access controls (ACLs) to ensure security and compliance
Stay up to date with Service Now best practices, platform updates, and security enhancements to drive continuous improvement
Plan and manage Service Now upgrades, including:
Reviewing and understanding new features and enhancements in upcoming releases
Coordinating and conducting testing with key stakeholders to ensure compatibility and stability
Proactively presenting new features that could provide business benefits and drive process improvements
Executing the upgrade with minimal disruption to business operations
Collaborate with other IT teams to resolve technical issues
Ensure user issues are resolved in an acceptable timeframe and be able to meet set performance metrics
Experience & Qualifications:
Mandatory:
Bachelor's degree in information technology or a related field
Experience dealing with critical issues
Possess general administration experience with ability to prioritize workload that aligns with business requirements
Being able to work under pressure
Minimum 4 years’ experience administering and supporting Service Now ITSM modules
Strong understanding of IT Asset Management (ITAM), including HAM and SAM best practices
Experience managing Service Now CMDB and Discovery, including troubleshooting patterns and probes
Minimum 4 years of hands-on experience with Service Now scripting (Java Script, Glide API, Flow Designer, business rules, UI policies)
Experience with API integrations and proven success stories
Knowledge of software license compliance, contract management, and IT asset lifecycle processes
Familiarity with ITIL framework and IT service management principles
Strong problem-solving and analytical skills with the ability to troubleshoot complex Service Now configurations
Key Technical Skills:
Skills (Technical, Business, Leadership)
Excellent communication and collaboration skills to work with both technical and non-technical stakeholders
Strong problem solving and analytical skills
Knowledge in Web technologies (Java Script, XML, HTML, HTTP, CSS)
Service Now certifications (e.g., Certified System Administrator, ITSM, ITAM, CMDB, or Discovery) are highly desirable
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