IT Service Reliability & Change Analyst

Hatch; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Australian Payments Plus is seeking an IT Service Management Analyst to keep AP+ technology services stable and performing at their best. You will work across Incident, Problem and Change Management, driving proactive improvements and coordinating actions across technology teams.

You’ll monitor service performance, investigate recurring issues, and help ensure changes are implemented in a controlled, efficient way. A continuous improvement mindset is essential.

Qualifications

• Hands-on experience across Incident, Problem and Change Management to improve service reliability.
• Strong problem-solving skills to investigate incidents, identify root causes and prevent recurrence.
• Experience in technology operations, service management, service desk or similar complex IT environments.
• Understanding of service levels and performance monitoring to identify improvements.
• Experience with service management processes and service catalogues to keep information accurate.
• Excellent communication and stakeholder management to translate issues into actions.

Responsibilities

• Get to the root of problems – drive proactive and reactive Problem Management with fixes and preventive actions.
• Restore services quickly – support Incident Management from diagnosis through escalation and closure.
• Keep changes controlled – govern Change Management activities and alignment to enablement practices.
• Turn service performance into action – monitor data, identify trends and drive improvements.
• Maintain service information and drive actions when performance needs attention.
• Contribute to improving service management practices and streamline processes across Technology.

Skills

Incident management

Problem management

Change management

Service performance monitoring

Stakeholder communication

Root cause analysis

Job description

Australian Payments Plus is seeking an IT Service Management Analyst to keep AP+ technology services stable and performing at their best. You will work across Incident, Problem and Change Management, driving proactive improvements and coordinating actions across technology teams.

You’ll monitor service performance, investigate recurring issues, and help ensure changes are implemented in a controlled, efficient way. A continuous improvement mindset is essential.