Senior Incident Analyst

Harvey Norman; Sydney; On-site; AUD 110,000 - 135,000; Full time

Benefits offered by this job

Udemy training

Professional development

Discounted purchases

Fitness passport

Parental leave

Job summary

Harvey Norman is seeking an experienced IT Service Management professional to coordinate Major Incidents and drive incident resolution. Based onsite at the Silverwater Corporate Office, you will support ServiceNow administration and deliver clear executive communications to stakeholders.

You will lead incident bridges, monitor progress and contribute to continual service improvement across the technology environment.

Qualifications

• Proven experience coordinating and managing Major Incidents in a large enterprise environment.
• Strong working knowledge of ServiceNow ITSM.
• Excellent written and verbal communication, including executive reporting.
• Ability to engage and influence stakeholders across all levels of the business.
• Strong analytical, troubleshooting and problem-solving capabilities.
• Sound understanding of ITIL Incident Management processes and Service Management principles.

Responsibilities

• Coordinate and manage Priority 1, 2 and 3 Incidents through resolution.
• Lead Major Incident bridge calls and War rooms during outages.
• Drive Incident response across infrastructure, applications, security, service desk and vendors.
• Monitor Incident progress, SLAs and business impact with escalation as needed.
• Develop and distribute clear executive and stakeholder communications.
• Facilitate Post Incident Reviews (PIRs) and track actions to completion.
• Support ServiceNow administration and platform enhancements.
• Produce Incident management reports, dashboards and metrics.
• Analyze incident trends to improve reliability and operations.
• Contribute to Problem Management and automation initiatives.
• Participate in Major Incident Management roster, including after-hours support.

Skills

Major Incident Management

ServiceNow ITSM

Executive reporting

Stakeholder engagement

ITIL knowledge

Education

ITIL Certification

Tools

ServiceNow

Job description

• Opportunities to make discounted purchases on a great range of products.
• Access to Udemy an online training platform with over 5,500 courses.
• Experience working within a diverse, unique, and successful global organisation.
  

As one of Australia’s largest retailers of lifestyle products, with more than 300 complexes worldwide, Harvey Norman® has been a part of almost every Australian’s shopping experience. Whether getting the latest electronic gadgets, or furnishing your first home, Harvey Norman® is the place where you can shop with confidence.

About the role

Reporting to the IT Incident Manager and based onsite at the Silverwater Corporate Office, this role is responsible for coordinating major Incidents, managing stakeholder communications, supporting ServiceNow administration activities, producing operational reporting, and driving continual service improvement across the Harvey Norman technology environment.

As a key member of the ITSM team, you will work closely with technical teams, business stakeholders and leadership to minimise business disruption and ensure the effective operation of critical technology services.

You Will

• Coordinate and manage Priority 1, 2 and 3 Incidents through to successful resolution.
• Lead Major Incident bridge calls and War rooms during critical service outages.
• Drive Incident response activities across infrastructure, applications, security, service desk and vendor teams.
• Monitor Incident progress, service levels and business impact, ensuring timely escalation where required.
• Develop and distribute clear, accurate communications to executives, stakeholders and technical teams.
• Facilitate Post Incident Reviews (PIRs) and track improvement actions through to completion.
• Support the administration and ongoing enhancement of the ServiceNow platform.
• Produce Incident management reports, dashboards and service performance metrics.
• Analyse Incident trends and identify opportunities to improve service reliability and operational effectiveness.
• Contribute to Problem Management, process improvement and automation initiatives.
• Participate in the Major Incident Management roster, including occasional after-hours support.
  

About You

You are an experienced IT Service Management professional with a strong background in Incident Management within a complex enterprise environment. You thrive under pressure and bring a calm, structured approach to managing critical Incidents and service disruptions.

You will also have;

• Proven experience coordinating and managing Major Incidents in a large enterprise environment.
• Strong working knowledge of ServiceNow ITSM.
• Excellent written and verbal communication skills, including executive-level reporting.
• Demonstrated ability to engage and influence stakeholders across all levels of the business.
• Strong analytical, troubleshooting and problem-solving capabilities.
• Sound understanding of ITIL Incident Management processes and Service Management principles.
  

This opportunity will provide:

• Salary packaging and novated leasing options for eligible employees.
• Company paid parental leave for eligible employees.
• Access to fitness passport.
• Access to Udemy an online training platform with over 5,500 courses.
• Professional development and career progression.
• Experience working with an Iconic Australian Brand with global success in NZ, Asia, and Europe.
• A supportive team environment that celebrates diversity and promotes a healthy work and family life balance.
• Opportunities to make discounted purchases on a great range of products and services.
  

Have we got your interest?

Please note that only people with the right to work in Australia should apply for this position.

Recruitment Agencies

- thank you for thinking of us, however we do endeavour to fill our opportunities through direct channels wherever possible. If we find that we do need agency assistance, we’ll be in touch.