Senior Incident Analyst

Harvey Norman; Sydney; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Salary packaging and novated leasing

Company paid parental leave

Access to fitness passport

Udemy online training platform

Professional development and career进

Job summary

Harvey Norman is seeking an experienced IT Service Management professional to coordinate major incidents from a Sydney-based Corporate Office. You will drive incident response, manage communications with executives, and support continuous improvement across IT services in a fast-paced retail technology environment.

Reporting to the IT Incident Manager, you will lead bridge calls, work with cross-functional teams, and ensure timely resolution of critical disruptions while maintaining high service

Qualifications

• 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.
• Sound understanding of ITIL Incident Management processes and Service Management principles.

Responsibilities

• 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.

Skills

IT Incident Management

ServiceNow ITSM

Stakeholder communication

ITIL knowledge

Executive reporting

Tools

ServiceNow ITSM

Job description

Job no: 577375
Work type: Full Time
Location: Homebush West
Categories: Information Technology

• 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 leasingoptions 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.

the future

Advertised: 19 Oct 2026 AUS Eastern Daylight Time

If you're keen to express your interest in working for a Harvey Norman Franchise, let us know.