ITSM Admin

Location: Canberra, Australian Capital Territory, AU, 2600

Why is this an exciting opportunity?

Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.

The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry. This experience coupled with our people, makes us one of the most complete and leading 'as a service' providers in the market.

With over 900 employees working across Australia, New Zealand, Singapore and Hong Kong, Atturra works on some of the highest profile projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives.

What our people say: 'We are working towards a very bright future.'

'It's a company with vision and a promising future.'

Why you'll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

What our people say:

'Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.'

What you'll be doing

We are looking for an experienced Incident, Change, and Problem Analyst to join our team. In this vital position, you will support the effective management of IT incidents, changes, and problems in alignment with ITIL v4 processes to enhance service delivery. You will collaborate with the team to minimize the impact of Major Incidents through quick recovery, robust change control, and ongoing service improvements via problem management.

• Facilitate processes for Incident, Change, and Problem Management, ensuring timely resolution and root cause analysis.
• Coordinate with the team to identify, analyse, and resolve incidents to minimize impact on business operations.
• Support the teams change management processes, ensuring that changes are assessed, approved, and executed effectively.
• Assist in Post-Incident and Post-Change reviews to capture lessons learned and foster continuous improvement.
• Facilitate Problem Management processes, including root cause analysis, trend analysis, and problem resolution plans.
• Maintain clear communication with stakeholders, providing regular updates on the status of incidents, changes, and problems.

Working Conditions

• Based in Deakin, ACT
• Permanent full time
• Australian Citizen with Active NV1 Security Clearance
• On-call requirement

What will make you successful in this role?

• Demonstrated experience in IT Incident, Change, and Problem Management.
• ITIL 4 certification Foundation.
• Background in IT services within the federal government sector is a plus.
• Excellent verbal and written communication skills.
• Strong analytical abilities.
• Familiarity with Root Cause Analysis techniques.