This is a ITSM Analyst role with ubank based in Sydney, NSW, AU ubank Role Seniority - mid level More about the ITSM Analyst role at ubank At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank. The Why The ITSM Analyst supports the daily service operations and the enhancement of IT service delivery strategy optimization, and operational risk management within the Technology. The role is pivotal in ensuring the operations efficiency and effectiveness, risks, security, and compliance of IT services and operations while aligning ITSM & ITOM strategies with the organization’s digital transformation objectives. This role does not have direct managerial responsibilities but plays a key part in driving operations excellence, mitigating operational risks, assuring service quality delivery across IT operations. Key Responsibilities Independently manage day-to-day IT Service Operations - Incident, Problem & Change Management. Operate an effective 24x7x365 incident, problem, and change management process. Conduct root cause analysis and drive continuous improvements in system stability. Execute comprehensive IT Service Management (ITSM) and IT Operations Management (ITOM) strategies. Monitor IT operational risk policies and frameworks Support the adoption of cloud computing, automation, and agile methodologies to improve IT service delivery. Provide regular reports and analyses on IT service performance, financial status, risk posture, and procurement efficiency to senior management. Communicate incidents, service changes, and impact assessments across all levels of the organization. Your Experience: 3-4 years of proven operation excellence experience in IT service management, IT operations, and operational risk management, in the banking industry. Apart from strong communication and a problem solving attitude, your experience will include: Hands-on practical skills on Atlassian Product Suite, including Jira, Confluence, and JSM Certifications acquired in ITIL Expertise in incident, problem, and change management with 24x7x365 operational awareness. Solid understanding of IT infrastructure, cloud services, and software development life cycles. Excellent customer-centric communication and value-based stakeholder management skills across technical and non-technical teams Why Ubank? Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change - so your ideas don’t just stay ideas, they become impact. Collaborative, supportive & fun: We believe innovation is a team sport. It comes from a special kind of culture that’s highly collaborative and gives people the support they need to thrive. Build something great: Ubank is where ambition meets opportunity. We don’t just talk about change - we give you the tools, trust, and support to make it happen. Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style. Our hybrid working model lets you balance connection and autonomy. Accelerate your Career: With clear paths for career development, your potential won’t just be recognised, it’ll be accelerated. We acknowledge the Gadigal of the Eora nation as the Traditional Custodians of our local area. This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency. We welcome applicants of all backgrounds, and our Talent team is excited to connect with you. Apply now with your CV and explore this exciting opportunity! Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the ubank team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing IT Service Operations Conducting Root Cause Analysis Monitoring IT Operational Risk Key Strengths ️ IT Service Management (ITSM) ⚠️ Operational Risk Management Atlassian Product Suite ☁️ Cloud Computing Agile Methodologies Customer-Centric Communication A Final Note: This is a role with ubank not with Hatch.