Service Operations Analyst

Monitor, coordinate and resolve critical technology events, driving service availability and operational excellence across Airservices’ safety-critical aviation environment.

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 fire fighting services at Australia’s busiest airports.

Our people are our greatest asset, working across metropolitan, regional and remote locations to help keep Australia’s skies among the safest in the world.

We connect people with their world safely by linking communities, supporting economic growth, and enabling trade and tourism. In return, we offer meaningful work, flexibility, and the opportunity to contribute to an industry that impacts millions of Australians every day.

The Role & The Team

Join the Integrated Service Operations Centre (ISOC), a highly collaborative team responsible for maintaining real-time visibility of Airservices’ enterprise technology environment and safety-critical operational systems. Working closely with Service Desk, Service Management, technical specialists, vendors and operational stakeholders, you will play a key role in monitoring technology health, coordinating incident response, managing planned changes, and helping restore services quickly when issues arise.

No two days are the same. You'll proactively manage incidents, coordinate technology changes with Technical teams, monitor the health of Technology, and support the reliable delivery of services that underpin Australia’s aviation network. Team members enjoy the pace, variety and strong sense of purpose that comes from supporting mission-critical operations and making a visible impact every day.

You will be working in a 24x7, 365-day rostered environment initially operating between 6 am to 7:30pm Monday to Friday. However, due to the nature of ISOC operations, you may be required to be rostered outside of these hours including weekends. This role is a 100% on-site role located in Brisbane or Melbourne.

Please see the link below to view the full Position Description:
 2025 Service Operations Analyst 1.pdf

The Person

You're a calm, analytical and customer-focused technology professional who thrives in a fast-paced operational environment. You enjoy solving complex problems, collaborating with diverse stakeholders and maintaining focus when priorities shift.

The successful applicant will have:

• Experience managing or coordinating technology incidents within a service operations, network operations, service desk or IT support environment.
  Strong problem-solving and analytical skills, with the ability to assess business impacts and prioritise responses.
  Experience working within IT Service Management (ITSM) frameworks and processes such as Incident, Change or Problem Management.
  Proven ability to manage multiple competing priorities and communicate effectively with technical and non-technical stakeholders.
  A customer-first mindset with a focus on service reliability, continuous improvement and operational excellence.
  ITIL Foundation certification (v3 or v4) and/or relevant technical qualifications, highly regarded.

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.

Security Clearance

To be eligible to apply, you must be an Australian Citizen as the successful applicant must be able to attain and maintain a Negative Vetting Level 1 (NV1) Australian Government Security Clearance. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

How to Apply

To apply for this position please lodge an application online.