Senior Service Analyst

Airbus; Richmond; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Savings & Discounts

Novated Leasing

Family Leave

Health & Wellbeing

Professional Growth

Flexible Work Options

Culture

Job summary

Airbus Australia seeks an IT Proximity Support Engineer (Senior Service Analyst) to join a collaborative team and keep operations running smoothly at our Richmond site. You will provide hands-on hardware support, manage P1 incidents, and drive root-cause analysis across IT teams.

The role requires expertise in Windows 10/11, imaging, MECM, and ITIL/ServiceNow with a customer-focused mindset and strong problem-solving skills.

Qualifications

• Diploma in IT / Information Management or equivalent experience with ITIL Foundations.
• At least 5 years of experience in major IT incident and request management in a complex enterprise IT setting.
• Proven technical depth with Windows 10/11, enterprise imaging, and Configuration Manager / MECM.
• Hands-on familiarity with Active Directory, Microsoft suite, Google, and Amazon environments.
• Strong ITIL knowledge and experience with ITSM tools such as ServiceNow.
• Desirable certifications: SFIA, COBIT, TOGAF, MCSE, CCNA.

Responsibilities

• Provide end-user proximity support for laptops, desktops, monitors, cameras, keyboards, and related hardware.
• Lead P1 incidents, coordinating with Service Desk and infrastructure teams, and perform root-cause analysis.
• Manage Windows OS builds, imaging, and driver/firmware updates with endpoint security and policy standardisation.
• Oversee ticket lifecycles in ServiceNow and contribute to Knowledge-Centred Support (KCS) content.
• Build strong relationships with internal teams and vendors to ensure a superior user experience.

Skills

IT incident management

Windows 10/11

Imaging & deployment

Configuration Manager / MECM

Active Directory

Microsoft 365 / Office

ITIL processes

ServiceNow

Troubleshooting

Education

Diploma in IT / Information Management

ITIL Foundations

SFIA/COBIT/TOGAF/MCSE/CCNA (desirable)

Tools

ServiceNow

MECM

VMware/Hyper-V

Job description

IT Proximity Support Engineer (Senior Service Analyst)

About the Role

As our IT Proximity Support Engineer, you will join a welcoming, collaborative team of technical experts dedicated to keeping our operations running smoothly. Reporting to the Business Relationship Manager and functionally to the Head of Digital Workplace, you'll play a pivotal role in delivering top-tier hands-on hardware support and resolving complex IT incidents.

We're looking for someone with a genuine passion for helping people, a warm approach to problem-solving, and the technical depth to handle major incidents (P1) seamlessly. You'll work closely with end users across the Richmond site to ensure they have the right devices, services, and support to achieve the extraordinary every day.

Your day-to-day will include:

• Providing end-user proximity support for laptops, desktops, monitors, webcams, keyboards, and associated hardware, ensuring smooth deployment and lifecycle management.
• Taking ownership of P1 technical incidents, coordinating with Service Desk, infrastructure, architecture, and network teams to resolve complex issues and conduct root-cause analysis.
• Managing Windows 10/11 operating system builds, imaging, and driver/firmware updates, while ensuring endpoint security and compliance standardisation.
• Overseeing ticket lifecycles in ServiceNow, contributing to Knowledge-Centred Support (KCS) articles, and assisting in continuous improvement initiatives across Digital & IM.
• Building strong, positive relationships with internal teams, business stakeholders, and vendors to ensure an exceptional user experience.

About You

To be successful in this role, you'll naturally thrive in a supportive team environment, bring strong relationship-building skills, and communicate with clarity and empathy. You'll be comfortable working autonomously, meeting tight deadlines, and contributing positively to a safety-first, continuous improvement culture.

Key skills and experience we are looking for:

• At least 5 years of experience in major IT incident and request management within a complex enterprise IT setting.
• Proven technical expertise with Windows 10/11, enterprise imaging, and Configuration Manager / MECM infrastructure.
• Hands-on familiarity with core technologies including Active Directory, Microsoft suite, Google, and Amazon environments.
• Solid understanding of ITIL processes and hands-on experience using ITSM tools like ServiceNow.
• A strong, customer-focused mindset with exceptional troubleshooting skills and attention to detail.
• Essential qualification: Diploma in IT / Information Management (or equivalent experience) and ITIL Foundations.
• Desirable: Relevant industry certifications such as SFIA, COBIT, TOGAF, MCSE, or CCNA.

Note: Applicants must be eligible to obtain an Australian Defence Force Baseline Security Clearance and satisfy pre-employment medical screening (which may include drug and alcohol testing).

About Us

Airbus is a global leader in aeronautics, space, and related services. With a passionate workforce of 130,000, Airbus offers the most comprehensive range of passenger airliners around.

With employees across multiple sites in Australia and New Zealand, Airbus Australia and Airbus New Zealand draw on the global strength and expertise of Airbus Helicopters and Airbus.

Our team proudly maintains the Royal Australian Air Force's (RAAF) P-8A Poseidon, the MC-55A Peregrine, and C-130J Hercules transports, as well as the Royal New Zealand Air Force's C-130s. We are recognised across the region as leaders in propeller and engine maintenance, and deliver and support more than 500 aircraft through our local network.

What's on Offer?

When you join Airbus, you become part of a global platform for excellence. We offer a friendly, flexible, and supportive working culture where your wellbeing and career growth truly matter.

We provide a comprehensive range of benefits to support you both at work and at home:

• Savings & Discounts: Access shopping discounts across hundreds of retailers, plus travel discounts for flights, hire cars, and hotel stays.
• Novated Leasing: Flexible options via two trusted providers.
• Family Support: Generous paid parental leave entitlements.
• Health & Wellbeing: Onsite free parking, a free onsite physiotherapist, a confidential counselling service, comprehensive employee health plans, and an Employee Assistance Program (EAP).
• Professional Growth: Continuous learning and development opportunities through both classroom and digital learning platforms.
• Flexible Work Options: Talk to us about our flexible working options.
• Culture: Values-driven leadership focused on creating a great environment for both employees and customers.

Diversity & Inclusion

At Airbus, we believe our people are our strength. Female applicants, people of Aboriginal or Torres Strait Islander descent, and ex-defence personnel are warmly encouraged to apply.