ITSM Process Analyst

• Support and improve ITSM processes in one of Australia’s most critical operational and technology environments. 
• Full Time Permanent Opportunity 
• Sydney or Brisbane Location

Summary

As an ITSM Process Analyst, you'll help drive and continuously improve IT Service Management processes across Airservices, partnering with operational and technology teams to ensure efficient, reliable, and high-quality service delivery. 

The Organisation  

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue firefighting services at Australia’s busiest airports. 

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep are helping to secure the future of Australia’s skies and keep it amongst the safest in the world.  

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism. 

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry. 

The Role & The Team 

As an ITSM Process Analyst, you'll support and continuously improve the IT Service Management processes that enable the delivery of critical technology services across Airservices. 

Working closely with ITSM Practitioners, Service Desk, ISOC and technology teams, you'll help drive the effectiveness of core ITSM processes including Incident, Problem, Change, Release, Configuration, Knowledge and Service Continuity Management. You'll analyse performance, support governance and compliance activities, maintain process documentation, and contribute to business continuity and disaster recovery planning in a complex operational environment 

 PD - ITSM Process Analyst (2).pdf

The Person 

You are a proactive and analytical ITSM professional with experience working in an ITIL-driven service management environment. You understand how effective service management processes contribute to service reliability, operational performance, governance and customer outcomes. 

You'll bring: 

• Experience supporting ITSM processes including Incident, Problem, Change, Release, Configuration, Knowledge or Service Continuity Management 
• Strong understanding of ITIL frameworks and service management best practice 
• Experience analysing process performance, compliance metrics and service delivery KPIs 
• Ability to interpret and report on data from ITSM platforms, CMDBs and reporting tools 
• Experience developing and maintaining process documentation, procedures and governance artefacts 
• Strong stakeholder engagement skills with the ability to influence process adoption and continuous improvement initiatives 
• ITIL Foundation certification (or equivalent experience) 

You'll thrive in this role if you're detail-oriented, collaborative and passionate about improving service management processes, driving operational excellence and embedding best-practice ways of working across technology teams. 

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique, and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making. 

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply. 
To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process. 

Should you require any further information please contact Abigail Barnes, Talent Acquisition Partner at **************@airservicesaustralia.com

 How to Apply 

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) 13/09/2026