Purpose of Role:

The Change Enablement Process Controller is responsible for controlling, coordinating, and cooperating with Business Units, Customers, and support functions to ensure effective execution of the Change Enablement process. The role actively participates across the entire change lifecycle, supporting planning, assessment, implementation, and review of changes, including activities raised by the Customer or Process Lead.The role holder will be required to work partially in AEST Time zone.

Key Activities:

• Coordination and control of Change Enablement activities across the entire change lifecycle
• Active participation in change execution, ensuring adherence to agreed processes, timelines, and contractual requirements
• Driving stakeholder engagement and adoption of process changes across Business Units, Customers, and support teams
• Following established Change Enablement processes and recommending improvements to resolve routine process-related issues
• Managing stakeholder communication and alignment to support successful change delivery
• Monitoring process compliance, ensuring the quality of change records and maintaining audit readiness
• Supporting day-to-day process administration, including maintenance and updates of process documentation
• Understanding the customer’s ITSM environment, change model, and service delivery requirements to support effective Change Enablement
• Acting as the first point of escalation for change-related issues, managing them through to resolution
• Contributing to continual service improvement initiatives within Change EnablementProviding support to Process Lead as required
• Supporting broader IT Service Management activities where required

Behavioral Competencies:

• Customer-focused mindset
• Ability to identify issues and drive them to resolution
• Effective delivery in high-pressure and time-constrained environments
• Open-minded and proactive approach to problem-solving
• Strong organizational and coordination skills
• Team-oriented approach with strong collaboration skills

Professional Competencies:

• Interest in IT operations and Service Management
• Proven experience in Change Enablement
• Understanding of ITIL Change Enablement practices and willingness to develop expertise
• MS Office tools expertise
• Proficient in using ServiceNow ITSM toolset
• Good English (written and spoken)
• Strong written and verbal communication skills
• Good to have: hands-on experience in service transition activities

Required Experience:

• 1-3 years of experience in an IT support role, IT administration, or an IT Service Management environment.
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Helix ITSM) is desirable, particularly with Change Enablement/Management modules.

Required Skills:

• Solid understanding of ITIL 4 principles, specifically the Change Enablement practice.
• Strong organizational skills and ability to manage multiple tasks with high attention to detail.
• Excellent written and verbal communication skills, including the ability to draft clear and concise communications.
• Proficiency in using IT Service Management (ITSMS) tools for logging and tracking.
• Ability to work effectively both independently and as part of a cross-functional team.
• Proactive attitude with a willingness to learn and adapt to structured IT processes.
• Basic analytical skills for reviewing change documentation and identifying potential conflicts or risks.
• Ability to work effectively in a structured environment with adherence to established procedures.