Service Management Analyst

The Lottery Corporation; Brisbane; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Generous leave options

Recognition programs

Learning & development platform

Career growth opportunities

Inclusion & Diversity initiatives

Volunteer with dollar match donations

Job summary

The Lottery Corporation is seeking a Service Management professional to join the Service Management team within Group Technology Services. You will coordinate incidents, lead Major Incident response, drive problem investigations and review changes, while identifying risks and opportunities to improve service delivery.

You will collaborate across Technology, the business and service providers, maintaining calm and focus during disruptions and contributing to governance and continuous improvement

Qualifications

• Experience across Incident, Problem and Change Management.
• Experience coordinating high-priority or Major Incidents.
• Strong knowledge of ITIL and Service Management practices.
• Experience with ServiceNow or similar enterprise platforms.

Responsibilities

• Coordinate incidents through investigation and restoration.
• Lead Major Incident response when rostered.
• Drive problem investigations and root-cause analysis.
• Review and coordinate technology changes.
• Identify risks and recurring service issues.

Skills

Incident Management

Problem Management

Change Management

ITIL knowledge

Stakeholder communication

Analytics & problem solving

Calm under pressure

Continuous improvement

Education

ITIL 4 Foundation

Tools

ServiceNow

Job description

Are you ready to join the winning team at The Lottery Corporation?

We power Australia's biggest lottery games - and we're one of the world's top-performing lottery businesses.

As the home of The Lott and Keno, we're building on decades of excitement and life-changing wins, bringing our games to every state and territory except WA.

For more than a century, we've been playing our role in creating positive impacts by delivering winning moments every day to our people, our customers, retailers, partners and our community.

But we're not standing still. We're evolving into an entertainment company - more customer-obsessed, more agile and driven by real outcomes.

Because at our core, it's simple: we create winning moments - and we're building the next chapter as the team behind Where Australia Comes to Play.

You'll join our Service Management team within Group Technology Services, a central team that partners across Technology, the business and external service providers to restore services, manage risk and continually improve how technology is delivered.

It's a varied role with plenty of autonomy. One day you could be coordinating a major incident, the next analysing recurring issues, reviewing an upcoming technology change or using service data to identify where we could work smarter.

You'll be someone people can rely on when things don't go to plan, bringing calm, clarity and momentum while making sure actions are followed through.

What you'll do

• Coordinate incidents through investigation and restoration
• Lead Major Incident response when rostered
• Drive Problem investigations and root-cause analysis
• Review and coordinate technology changes
• Identify risks, dependencies and recurring service issues
• Support Post Incident and Post Change Reviews
• Analyse service data and identify improvement opportunities
• Support Service Management governance, process compliance and controls
• Partner across Technology, the business and service providers
• Turn lessons learned into practical improvements
• Participate in the Major Incident Management on-call roster, once established, for one week in every four, including outside normal business hours
• Contribute across broader Service Management practices and improvement initiatives based on team priorities

What you'll bring

• Practical experience across Incident, Problem and Change Management, with exposure to broader Service Management practices
• Experience coordinating high-priority or Major Incidents
• Strong working knowledge of ITIL and Service Management practices
• Experience with ServiceNow or a similar enterprise platform
• Confidence working with technical and non-technical stakeholders
• Strong analytical skills and an evidence-led approach to problem solving
• The ability to stay calm and structured during service disruption
• A proactive mindset, personal accountability and focus on continual improvement
• ITIL 4 Foundation or another Service Management certification will be highly regarded

What you'll get

Not only will you receive an awesome candidate experience from our caring Talent team, but you'll get a genuine feel for who we are and what it's like to be part of our team.

The benefits of working with The Lottery Corporation are pretty good. Just to name a few:

• Balance work and life with our 'flex for great outcomes' approach - hybrid working, plus a range of generous leave options.
• Reward and recognition programs at all levels. Your hard work won't go unnoticed.
• Ignite your potential with our dedicated learning and development platform to support your bright future.
• We empower careers to grow from within, your next opportunity is already here!
• A true sense of belonging. We're committed to Inclusion & Diversity with a range of initiatives such as our Gender Affimation Support, employee inclusion networks and diversity memberships and celebrations.
• Make positive impacts with opportunities to volunteer with our community partners. We'll also dollar match fundraising efforts of our employees lending their support to registered charities.

We're committed to providing a safe, respectful and supportive work environment. We encourage you to let us know if we can make any accommodations, so the process can be more user friendly for you.

We acknowledge and pay respect to the traditional custodians of the lands on which our offices, retail outlets and venues operate. We acknowledge the inextricable link First Peoples of Australia have with the land past and present.