Operations Analyst (Incident & Problem Management)
Apply to the Operations Analyst (Incident & Problem Management) role at the Australian Digital Health Agency.
About the Agency
As the steward for digitally enabling Australia’s health system, the Agency plays a key role in coordinating national engagement, delivery, and adoption of digital health to facilitate person‑centred, connected healthcare. Our responsibilities span national digital health services and systems, including My Health Record, Electronic Prescriptions, and the MyHealth App.
About the Role
The Operations Analyst ensures the incident and problem management processes of the Agency’s digital health products and services. The role coordinates and manages complex incident and problem activities, including triage, prioritisation, and resolution. It also contributes to continuous improvement of operational processes and ensures timely and effective responses to service disruptions.
What You’ll Bring
- Strong understanding of ITIL practices and ability to apply Service Integration and Management (SIAM) methodologies to support multi‑vendor environments and integrated service delivery.
- High attention to detail and critical thinking in energetic scenarios with changing priorities.
- Ability to provide accurate and specialised advice for coordinating the Agency’s incident and problem response activities.
- Experience managing and monitoring incident and problem management performance metrics and KPIs, and making recommendations for improvements.
- Autonomous decision‑making within their area of responsibility; may need to participate in a 24/7 on‑call roster for complex or major incident response and support critical services.
Qualifications and Certifications
- Graduate degree in Information Technology or related field, or relevant work experience in a similar field. IT / Digital / Business certifications in relevant areas (desirable).
- Service Integration and Management (SIAM) Certification (desirable).
- Experience working with AI agents (desirable).
- 4–6 years relevant experience in IT Operations/Support/Delivery.
- Ability to obtain and maintain a national police check.
- Australian Citizenship.
- Ability to obtain and maintain a baseline security clearance, with potential for higher clearance if required by the Agency.
Benefits
- Salary packaging (salary sacrifice) available.
- Annual Christmas closedown with no leave deduction.
- Well‑being sessions and Employee Assistance Program to balance work and life.
- Work‑from‑home and attractive flexible working arrangements.
- Collaborative workspaces with new technology in central locations.
- Generous leave opportunities: Parental (primary & secondary), compassionate, Aboriginal & Torres Strait Islander Leave, Cultural, Emergency Response, Defence and Half Pay options.
Additional Information
The position may be filled in Brisbane, Sydney or Canberra. To apply, submit your resume and a cover letter.
Please contact the recruitment team at with application queries. For role‑related queries, contact Nathan Kumar at
Applicants rated as suitable will be placed in a merit pool for similar ongoing or non‑ongoing positions for up to 18 months.
Salary
$98,045 – $110,612 plus 15.4% superannuation, depending on skills and experience.
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