Senior Analyst, Service Operations

Perpetual; Australia; Remote; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Work from anywhere in Australia for up

Annual wellbeing allowance

Study support & professional dev

Job summary

Perpetual Asset Management in Australia is seeking a Senior Service Operations Analyst to own and continuously improve IT service management across a complex technology environment. You will lead incident, problem and change activities and collaborate with technology teams and external partners to maintain stability and resilience.

The role runs on a 12-month max-term contract with on-call duties and a focus on turning service data into actionable insights, dashboards and knowledge management to

Qualifications

• Experience in IT service management and technology operations.
• ITIL Foundation certification.
• Experience with incident, problem and change management.
• Strong analytical and problem-solving skills.
• Excellent communication with technical and non-technical stakeholders.
• Experience with ServiceNow ITSM platform.
• Ability to manage competing priorities and coordinate with internal teams and external partners.
• On-call availability for 24/7 incident support.

Responsibilities

• Coordinate major incident response with tech teams and providers.
• Manage problem investigations through root cause and corrective actions.
• Manage change activities, assess risk and monitor outcomes.
• Improve ITIL-aligned practices across incident, problem, change, knowledge, request fulfilment and service transition.
• Analyse service data and develop dashboards to identify trends and risks.
• Strengthen knowledge management and self-service.
• Support transition of new and changed services with proper documentation and controls.

Skills

IT service management

Incident management

Problem management

Change management

Analytics

Communication

On-call readiness

ServiceNow

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

• Own key IT service management practices across a complex technology environment.
• Lead major incident, problem and change activities across Technology and service partners.
• Use service insights to strengthen technology performance, resilience and continuous improvement.
• 12 Month Max-term Contract

Perpetual Asset Management

A global multi-boutique asset management business offering an extensive range of specialist investment capabilities through seven boutiques and brands in key regions globally. Within Australia, Perpetual and Pendal have a broad range of capabilities across Australian and global equities, credit, fixed income, multi-asset and ESG. We have a growing presence in the US, UK and Europe through our brands Barrow Hanley, Trillium, JO Hambro, Regnan and TSW.

About the role

Join the Service Operations team supporting Perpetual Asset Management and play an important role in maintaining the stability, resilience and effectiveness of our technology services for 12 Months.

As Senior Service Operations Analyst, you'll operate and continuously improve key IT service management practices, working across Technology, the business and external service partners. You'll have broad exposure across incident, problem, change, knowledge and request management, while using service insights to identify risks and improve technology service performance.

You will:

• Coordinate major incident response, bringing together technology teams and service providers and keeping stakeholders informed.
• Manage problem investigations through to root cause and corrective actions, helping reduce recurring incidents and service impacts.
• Manage change activities, assessing risk and operational readiness and monitoring implementation outcomes.
• Improve ITIL-aligned practices across incident, problem, change, knowledge, request fulfilment and service transition.
• Analyse service data and develop dashboards and reporting to identify trends, risks and opportunities for improvement.
• Strengthen knowledge management and self-service, ensuring technology information remains accurate, relevant and useful.
• Support the transition of new and changed technology services, ensuring appropriate support, documentation, ownership and controls are in place.

About you

You'll bring:

• Relevant experience in IT service management, technology operations or a related environment.
• ITIL Foundation certification and strong knowledge of ITIL service management practices.
• Experience working across incident, problem and change management.
• Strong analytical and problem-solving skills, with an ability to turn service data into practical improvements.
• Excellent communication skills and confidence working with both technical and non-technical stakeholders.
• Experience with IT service management platforms such as ServiceNow.
• The ability to manage competing priorities and work effectively with internal teams and external service partners.
• Availability to participate in an on-call roster providing 24/7 incident assistance.

How we work

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

• Work from anywhere in Australia for up to one month each year
• An annual allowance to empower you to prioritise your personal wellbeing
• Study support and commitment to supporting professional development

We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.