Job Description
We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.
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We're driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.
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The Purpose:
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Find the cause. Improve the process. Make our services stronger.
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As our IT Service Management Analyst, you'll play an important role in keeping AP+ technology services stable, reliable and performing at their best.
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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.
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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.
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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.
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The goal? Restore faster. Solve the underlying problem. Reduce risk. Keep improving.
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Key Responsibilities the Role Owns:
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Get to the root of problems – drive proactive and reactive Problem Management,



investigating recurring and high-impact incidents and ensuring fixes and preventative actions are followed through.
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Help restore services quickly – support Incident Management from prioritisation and diagnosis through escalation, recovery and closure, while identifying opportunities to improve how incidents are managed.
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Keep change controlled and considered – govern Change Management activities, helping ensure changes are assessed, coordinated and aligned to AP+'s Change Enablement practices.
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Turn service performance into action – monitor service delivery and performance data, identify issues and trends, and work with teams to maintain and improve service outcomes.
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Keep teams focused on service commitments – monitor performance against service levels, maintain accurate service information and drive actions where performance needs attention.
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Make ITSM better, not just busier – contribute to improving service management practices, processes and service catalogue information, helping create simpler and more effective ways of working across Technology.
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You'll likely be a strong fit for this role if:
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You're someone who doesn't stop at "the incident is resolved."
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You want to understand why it happened, whether it could happen again and what needs to change to make the service stronger.
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You're comfortable working across multiple technology teams,



bringing structure to operational issues and keeping actions moving. You can work within established processes without being afraid to challenge them when there's a better way.
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You'll bring:
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Hands-on experience across Incident, Problem and Change Management, with a good understanding of how these practices work together to improve service reliability.
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Strong problem-solving skills and the ability to investigate incidents, identify root causes, patterns and recurring issues, and help drive preventative action.
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Experience working within a technology operations, service management, service desk or similarly complex IT environment.
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An understanding of service levels and performance monitoring, with the ability to use service data to identify issues and opportunities for improvement.
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Experience working with service management processes and service catalogues, maintaining accurate information and helping improve the experience for teams and customers.
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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.
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More than anything, you'll bring a continuous improvement mindset. You'll be curious about how services operate today and motivated to make them more secure, resilient and effective tomorrow.
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AP+ are not partnering with Recruitment agencies for this role.
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We want to remove all barriers to inclusion, so if you need advice or support with your application, we're here to help. Please reach out to
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We also encourage you to let us know your pronouns at any point during the recruitment process.
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📌 Itsm Analyst (New South Wales)
🏢 Australian Payments Plus
📍 New South Wales