ITSM Change Practitioner

Location: Melbourne, 161 Collins Street, Level 5

Summary

Avanade is growing, and we seek motivated and engaged technology professionals to join our Managed Services team delivering continuous value to our clients’ businesses.

We are seeking an ITSM Change Practitioner to advise on, lead, and deliver high-impact activities across the systems development lifecycle and the broader information technology function. You are expected to be a subject matter expert, collaborate and manage the team to perform effectively, take responsibility for team decisions, engage with multiple teams, and contribute to key decisions. Providing solutions to problems for your immediate team and across multiple teams is a critical part of this role

You must be an Australian citizen to apply; security clearance is highly regarded.

Core to the Role

Manage a wide range of processes and support teams to change IT infrastructure and environments.

Develop and implement strategies to enhance service management processes and improve operational efficiency.

Provide expert guidance on complex technology challenges and influence decision-making across multiple teams.

Support the continuous improvement of systems development lifecycle practices by sharing insights and best practices.

Collaborate with stakeholders to align technology solutions with organizational goals and ensure successful project delivery.

Lead efforts to identify risks and opportunities within technology operations, promoting proactive problem-solving and quality outcomes.

Promote consistent ITSM practices, governance, documentation standards, and continuous improvement across the change lifecycle.

About You

You are an experienced ITSM practitioner who can translate technical and operational information into well-governed change outcomes. You combine strong judgement, facilitation, and stakeholder engagement with a practical understanding of service operations and the systems development lifecycle. You are comfortable working across multiple teams, taking responsibility for decisions within your remit, and resolving issues that affect both immediate delivery teams and the wider technology environment.

Professional Skillset

• Advanced proficiency in IT Service Management (ITSM), including practical application of change governance, controls, risk assessment, scheduling, implementation readiness, and review.
• Intermediate proficiency in ServiceNow ITSM Problem Management
• Demonstrated experience leading or advising on high-impact technology change activities across the systems development lifecycle.
• Ability to evaluate change impact, delivery risk, technical dependencies, stakeholder readiness, test evidence, implementation plans, and rollback arrangements.
• Strong facilitation and stakeholder-management skills, with the ability to engage technical teams, service owners, project teams, delivery leaders, and client representatives.
• Experience maintaining clear change records, governance evidence, reports, operational documentation, and stakeholder communications.
• Awareness of Technology Assessment, Systems Development Lifecycle (SDLC), and Application Lifecycle Management (ALM) practices.
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Preferred Education and Experience

• Relevant experience in IT service management, technology consulting, change enablement, service delivery, or operational governance roles.
• Experience coordinating changes across complex technology environments and multiple internal or client teams.
• Experience using ServiceNow ITSM to manage change records, workflows, approvals, evidence, reporting, and governance activities.
• Exposure to ServiceNow ITSM Problem Management and the integration of change, incident, problem, and release practices.
• Experience supporting technology assessments, SDLC governance, application lifecycle activities, or service transition initiatives is desirable.
• A bachelor’s degree or equivalent practical experience in information technology, information systems, business, service management, or a related discipline is preferred.
• Candidates must satisfy the citizenship and security-clearance requirement stated above.

Certifications

• ITIL v4 (or higher) certification (desirable)
• ServiceNow certification relevant to IT Service Management (desirable)
• Relevant change management, service management, governance, or technology consulting certification (desirable)
• Ongoing professional development in ITSM, ServiceNow, SDLC, ALM, or technology assessment practices
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• Additional Locations: Brisbane, 10 Eagle Street, Sydney, International House, 3 Sussex St