Senior ITSM Specialist

At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank.

The Why

This is a newly created role within IT Operations at Ubank that will improve IT Service Management (ITSM) and IT Operations Management (ITOM) practices with emphasis on operational resilience and systemic problem management. It will also drive continuous improvement initiatives across cross-functional teams and execute Disaster Recovery process maturity.

Key Responsibilities

• Champion day-to-day IT Service Operations - Incident, Problem & Change Management and operate within 24x7x365 effectively including being On-call (roster arrangements)
• Facilitation of the root cause analysis
• Delivery of the Post incident reports (including 3rd party suppliers)
• Execution of the Disaster recovery plans, conducted tests and results
• Drives continuous improvements (stability, capacity, availability, integrity, confidentiality)
• Satisfy Monthly/ Quarterly Regulatory and compliance reporting obligations
• Execute comprehensive IT Service Management (ITSM) and IT Operations Management (ITOM) strategies
• Promote best practices and a culture of continuous improvement
• Ensure high-quality IT service delivery, meeting SLAs and improving user satisfaction.
• Actively participate and contribute in internal/ external audits to satisfy control obligations
• Communicate incidents, service changes, and impact assessments across all levels of the organization.

Your Experience

• Strong practical know-how with hands-on experience in IT Service Management (ITSM) with day-to-day IT Service Operations (Incident, problem, change and service request management)
• Demonstrated win in uplifting problem management and Disaster Recovery practises
• Hands-on practical skills on Altassian Product Suite, including Jira, Confluence, and JSM
• A strong focus on operational resilience, systemic problem management, and continuous improvement
• Expertise in managing incident, problem, and change management with 24x7x365 operational awareness
• Solid understanding of IT infrastructure, cloud services, and software development life cycles.
• Experience in banking and financial services industry related to IT service operations, service transition and design areas

Why Ubank?

• Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change - so your ideas don’t just stay ideas, they become impact.
• Collaborative, supportive & fun: We believe innovation is a team sport. It comes from a special kind of culture that’s highly collaborative and gives people the support they need to thrive.
• Build something great: Ubank is where ambition meets opportunity. We don’t just talk about change - we give you the tools, trust, and support to make it happen.
• Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style. Our hybrid working model lets you balance connection and autonomy.
• Accelerate your Career: With clear paths for career development, your potential won’t just be recognised, it’ll be accelerated.

We acknowledge the Traditional Custodians of our local area.

This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency.

We welcome applicants of all backgrounds, and our Talent team is excited to connect with you.

Apply now with your CV and explore this exciting opportunity!

Please note, we’re not accepting unsolicited candidate submissions from recruitment agencies. We work with a dedicated panel of partners, so kindly ask agencies not to contact Ubank team members directly.