ITSM Analyst @ Australian Payments Plus

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

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You’ll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We’re ready to help you do it.

The Purpose

Find the cause. Improve the process. Make our services stronger.

As our IT Service Management Analyst, you’ll play an important role in keeping AP+ technology services stable, reliable and performing at their best.

You’ll work across Incident, Problem and Change Management, helping teams respond when things go wrong – but just as importantly, looking beyond the immediate fix to understand root causes, identify patterns and prevent issues from happening again.

You’ll monitor service performance, investigate recurring and high-impact issues, coordinate actions across technology teams and help ensure changes are introduced in a controlled way.

This is a role for someone who loves connecting the dots between technology, process, data and people – and turning those insights into better service outcomes.

The goal? Restore faster. Solve the underlying problem. Reduce risk. Keep improving.

Key Responsibilities The Role Owns

• Get to the root of problems – drive proactive and reactive Problem Management, investigating recurring and high-impact incidents and ensuring fixes and preventative actions are followed through.
• Help restore services quickly – support Incident Management from prioritisation and diagnosis through escalation, recovery and closure, while identifying opportunities to improve how incidents are managed.
• Keep change controlled and considered – govern Change Management activities, helping ensure changes are assessed, coordinated and aligned to AP+’s Change Enablement practices.
• Turn service performance into action – monitor service delivery and performance data, identify issues and trends, and work with teams to maintain and improve service outcomes.
• Keep teams focused on service commitments – monitor performance against service levels, maintain accurate service information and drive actions where performance needs attention.
• Make ITSM better, not just busier – contribute to improving service management practices, processes and service catalogue information, helping create simpler and more effective ways of working across Technology.

You’ll likely be a strong fit for this role if:

You’re someone who doesn’t stop at “the incident is resolved.”

You want to understand why it happened, whether it could happen again and what needs to change to make the service stronger.

You’re comfortable working across multiple technology teams, bringing structure to operational issues and keeping actions moving. You can work within established processes without being afraid to challenge them when there’s a better way.

You’ll Bring

• Hands-on experience across Incident, Problem and Change Management, with a good understanding of how these practices work together to improve service reliability.
• Strong problem-solving skills and the ability to investigate incidents, identify root causes, patterns and recurring issues, and help drive preventative action.
• Experience working within a technology operations, service management, service desk or similarly complex IT environment.
• An understanding of service levels and performance monitoring, with the ability to use service data to identify issues and opportunities for improvement.
• Experience working with service management processes and service catalogues, maintaining accurate information and helping improve the experience for teams and customers.
• Strong communication and stakeholder skills – you can bring the right people together, keep actions moving and translate operational or technical issues into clear service impacts and next steps.

More than anything, you’ll bring a continuous improvement mindset. You’ll be curious about how services operate today and motivated to make them more stable, resilient and effective tomorrow.

What Happens Next

At AP+, we believe in the power of passion, pride and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you’re an IT Service Management professional who loves solving problems, improving services and making technology more reliable, we’d love to hear from you.

We want to remove all barriers to inclusion, so if you need advice or support with your application, we’re here to help. Please reach out to [e-mail]. We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.

Why Australian Payments Plus is partnering with Hatch on this role.

Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Australian Payments Plus not with Hatch.