Senior Major Incident & ServiceNow Lead

Harvey Norman; Sydney; Sur place; AUD 130 000 - 170 000; Plein temps

Avantages offerts par ce poste

Salary packaging and novated leasing

Company paid parental leave

Access to fitness passport

Udemy online training platform

Professional development and career进

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT Incident Management

ServiceNow ITSM

Stakeholder communication

ITIL knowledge

Executive reporting

Outils

ServiceNow ITSM

Description du poste

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