Senior Incident Analyst

About the role

Harvey Norman, one of Australia's largest lifestyle product retailers with more than 300 complexes worldwide, is hiring a Senior Incident Analyst. Reporting to the IT Incident Manager and based onsite at the Silverwater Corporate Office, the role coordinates major incidents, manages stakeholder communications, supports ServiceNow administration, produces operational reporting and drives continual service improvement across the technology environment. It is a key part of the ITSM team.

Key responsibilities

• Coordinate and manage Priority 1, 2 and 3 incidents through to resolution
• Lead Major Incident bridge calls and war rooms during critical outages
• Drive incident response across infrastructure, applications, security, service desk and vendor teams
• Monitor incident progress, service levels and business impact, escalating where needed
• Communicate clearly with executives, stakeholders and technical teams
• Facilitate Post Incident Reviews and track improvement actions
• Support ServiceNow administration and enhance the platform
• Produce incident reports, dashboards and service performance metrics
• Analyse incident trends and contribute to Problem Management, process improvement and automation
• Take part in the Major Incident Management roster, including occasional after-hours support

Required profile

• Experienced IT Service Management professional with a strong incident management background in a complex enterprise environment
• Proven experience coordinating major incidents in a large enterprise
• Thrives under pressure with a calm, structured approach
• Excellent written and verbal communication, including executive-level reporting
• Ability to engage and influence stakeholders across the business
• Strong analytical, troubleshooting and problem-solving skills
• Sound understanding of ITIL Incident Management and Service Management principles

Required skills

• ServiceNow ITSM
• ITIL Incident Management

What we offer

• Salary packaging and novated leasing options for eligible employees
• Company-paid parental leave for eligible employees
• Fitness passport and access to Udemy
• Professional development and career progression
• Discounted purchases of products and services