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Senior Change Manager

Element AI

Element AI

Sydney, NSW, Australia
Posted on Friday, April 19, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Australian citizens currently residing in Australia for at least the past 3 years will be considered.


  • Promote and support change management processes at a global level. The GCO Change Management team is a trusted partner in our Global Cloud Service organization.
  • Partner and collaborate with internal stakeholders, external partners and customers globally to address process improvement and implement effective and resilient solutions.
  • Proactively collaborate with global Senior Management and peer Change Managers to ensure we meet OKRs and company priorities.
  • Provide training, coaching and guidance of Change Management process to the Global Cloud Services team.
  • Participate, influence and lead cross-functional or multiple projects while maintaining the balance of running BAU tasks.
  • Play a key role in defining requirements and participating in large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
  • Provide input, document requirements and support the design and delivery of training programs.
  • Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards
  • Good communication is a must. Dealing with business partners is a very important aspect of this role.
  • Strong teamwork, flexibility and interpersonal skills are a must. Strong collaboration and valuing other ideas and contributions. The role will require looking after 3 different environments along with other Change Managers in the region.
  • Requires attention to detail as the role requires different forms of reporting, pre & post-implementation review of changes, inter and intra-team discussions around change implementation and audits.
  • Chair the Change Advisory Board (CAB) meeting, produce the meeting agenda and distribute meeting minutes to stakeholders.
  • Participate in external and internal audits as the subject matter expert for Global Cloud Services Change Management, demonstrating adequacy and effectiveness of internal change controls.


To be successful in this role you have

  • Bachelor's degree or the equivalent in education and experience.
  • ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM
  • 5+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques.
  • At least 5 years of experience in managing/supporting enterprise-level software applications.
  • Requires 2-4 years of business analyst experience of which at least 2 years mainly in business analysis with a focus on gathering requirements, process improvements and solution design.
  • Strong business partnership experience is preferred, with a proven track record of successfully driving cross-functional initiatives, enhancements and support issues.
  • High energy, self-starter, hungry for learning new technologies and ability to promote transformational and sustainable change.
  • Strong facilitation, communication and influencing skills.
  • A strong desire for continuous improvement and drive to achieve goals.
  • The ability to learn quickly, be curious, open to feedback and be highly adaptable.
  • Provide after-hours and weekend on-call support for escalated situations; participate in on-call rotation with other Change Managers in other regions.
  • Occasional travel may be required (very rare at this point)

Why ServiceNow

ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.

Work-life balance and well-being are our topmost priorities.

We offer flexible work arrangements.

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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