Senior Service Operations Analyst – ITIL & Incident Mastery (Remote AU)

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

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