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About the Role
As our IT Service Management Analyst, you’ll play an important role in keeping AP+ technology services stable, reliable and performing at their best. You’ll work across Incident, Problem and Change Management, helping teams respond when things go wrong – but just as importantly, looking beyond the immediate fix to understand root causes, identify patterns and prevent issues from happening again. You’ll monitor service performance, investigate recurring and high-impact issues, coordinate actions across technology teams and help ensure changes are introduced in a controlled way. This is a role for someone who loves connecting the dots between technology, process, data and people – and turning those insights into better service outcomes.
Responsibilities
- Drive proactive and reactive Problem Management, investigating recurring and high-impact incidents and ensuring fixes and preventative actions are followed through.
- Support Incident Management from prioritisation and diagnosis through escalation, recovery and closure, while identifying opportunities to improve how incidents are managed.
- Govern Change Management activities, helping ensure changes are assessed, coordinated and aligned to AP+’s Change Enablement practices.
- Monitor service delivery and performance data, identify issues and trends, and work with teams to maintain and improve service outcomes.
- Monitor performance against service levels, maintain accurate service information and drive actions where performance needs attention.
- Contribute to improving service management practices, processes and service catalogue information, helping create simpler and more effective ways of working across Technology.
Requirements
- Hands-on experience across Incident, Problem and Change Management, with a good understanding of how these practices work together to improve service reliability.
- Strong problem-solving skills and the ability to investigate incidents, identify root causes, patterns and recurring issues, and help drive preventative action.
- Experience working within a technology operations, service management, service desk or similarly complex IT environment.
- An understanding of service levels and performance monitoring, with the ability to use service data to identify issues and opportunities for improvement.
- Experience working with service management processes and service catalogues, maintaining accurate information and helping improve the experience for teams and customers.
- Strong communication and stakeholder skills – you can bring the right people together, keep actions moving and translate operational or technical issues into clear service impacts and next steps.
- A continuous improvement mindset.
- Curiosity about how services operate today and motivation to make them more stable, resilient and effective tomorrow.
Skills
- Incident Management
- Problem Management
- Change Management
- Service Management
- Problem-solving
- Communication
- Stakeholder management
About the Company
- We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences.
- We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy.
- At AP+, we believe in the power of passion, pride and purpose.
- Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.
Equal Opportunity
- We want to remove all barriers to inclusion, so if you need advice or support with your application, we’re here to help.
- We also encourage you to let us know your pronouns at any point during the recruitment process.