Service Automation Lead in Melbourne

A permanent role based in Melbourne, Sydney or Brisbane with a hybrid work model of 3 days onsite and 2 days working from home. Salary starts from $120k plus 17% superannuation.

An exciting opportunity is available for a Service Automation Officer to join a collaborative Workplace Technology team focused on improving the way technology services are delivered across a large, complex organisation. This role would suit someone who enjoys looking at manual or repetitive processes and asking: How can we make this simpler, faster and more automated?

About the role

• You’ll work closely with IT teams and stakeholders across the organisation to identify automation opportunities, understand and map existing processes, and help design practical solutions that reduce manual effort and improve service delivery.
• This isn’t purely a technical development role. Communication and curiosity are equally important. You’ll need to ask the right questions, understand the problem behind a process and be confident engaging with both technical and non-technical stakeholders.

Key responsibilities

• Design, configure and support automation workflows and self-service solutions using ServiceNow and Power Automate.
• Identify repetitive, manual or inefficient service processes and recommend opportunities for automation.
• Map existing processes and translate service and business requirements into practical automation solutions.
• Support automation across incident, request and change management processes.
• Work with technologies such as virtual agents, chatbots, RPA, Microsoft 365, Python and other scripting or automation tools.
• Monitor automation performance and service interactions to identify opportunities for continual improvement.
• Test and perform quality assurance on new automation features and workflows.
• Develop documentation, knowledge articles and training materials.
• Support users and internal teams with the adoption of new automation and self-service capabilities.
• Collaborate with stakeholders across IT and the broader organisation to prioritise and deliver service improvements.

About you

We’re looking for someone with a curious mindset, strong communication skills and a genuine interest in automation and service improvement. You’ll need to bring:

• Hands-on experience with ServiceNow and Power Automate; both are must-haves.
• Excellent communication and stakeholder engagement skills, with the confidence to ask questions, understand problems and challenge existing ways of working.
• Experience within IT service delivery, IT service management or Workplace Technology.
• The ability to identify and map processes and uncover opportunities for automation and improvement.
• Working knowledge of Microsoft 365 and end-user technology environments.
• Strong analytical, problem-solving and troubleshooting skills.
• An understanding of ITIL and IT service management principles.
• A proactive and curious approach, with the willingness to explore new technologies and different ways of solving problems.

Experience with other automation technologies such as RPA, Python/scripting, virtual agents, chatbots, AI/Copilot or other workflow automation platforms will be highly regarded, but you don’t need to have worked across every tool. Most importantly, you’ll be someone who is curious, driven and collaborative. You’ll enjoy learning, bringing your own ideas to the table and working with stakeholders to understand what they’re trying to achieve rather than simply taking requirements at face value.

Why join?

You’ll be joining a small, collaborative Workplace Technology team where automation is a growing capability and there is genuine opportunity to learn, contribute ideas and influence how technology services evolve. You’ll gain exposure to a broad automation environment, including emerging AI capabilities, with opportunities for ongoing learning and training.