ITSM Specialist

• Permanent full-time role, immediate start!
• Generous package and company benefits
• Spend 3 days a week in our Sydney CBD office and enjoy flexibility of WFH

Ubank is a multi‑award‑winning digital bank on a mission to help young Australians do better with money. When you join Ubank, you’ll be part of a collaborative, fast‑moving environment where your ideas matter and where you can make a real impact on how the next generation manages their finances.

We’re proud of our people (our Ucrew) and the inclusive, innovative culture we’re building together.

As an ITSM & ITOM Specialist, you’ll play a pivotal role in supporting day‑to‑day IT service operations while helping to uplift and optimise our IT service delivery and operational risk management practices.

You’ll work across Technology to ensure services are reliable, secure, compliant, and aligned to Ubank’s digital transformation priorities. While this role has no direct people management responsibilities, it is highly influential in driving operational excellence and continuous improvement across IT operations.

How You’ll Make An Impact

• Support and operate effective 24x7x365 incident, problem, and change management processes
• Improve operational efficiency, service reliability, and customer outcomes across IT services
• Reduce operational risk and ensure compliance with banking and regulatory standards
• Partner closely with Technology, Risk, Compliance, vendors, and business stakeholders
• Contribute to the adoption of cloud technologies, automation, and agile ways of working

Key Responsibilities

IT Service Operations

• Manage day‑to‑day incident, problem, and change activities
• Conduct root cause analysis and drive improvements in system stability
• Support high service availability and consistent SLA performance

IT Service & Operations Management

• Execute ITSM and ITOM practices to ensure high‑quality service delivery
• Track and improve service performance metrics including MTTD, MTTR, and SLA adherence

Operational Risk & Compliance

• Monitor and support IT operational risk frameworks and controls
• Ensure IT services operate in line with legal, regulatory, and financial industry standards

Performance Monitoring & Reporting

• Produce insights and reports on service performance, risk posture, and vendor performance

What You’ll Bring

• Strong analytical and problem‑solving skills with a data‑driven mindset
• Customer‑centric communication skills and the ability to engage diverse stakeholders
• Adaptability in fast‑changing environments
• A collaborative, improvement‑focused approach to service delivery

Experience & Skills

• 3+ years’ experience in IT service management, IT operations, or operational risk (banking or financial services preferred)
• Strong hands‑on experience with ITSM processes (incident, problem, change)
• Practical experience with the Atlassian suite (Jira, Confluence, Jira Service Management)
• Solid understanding of IT infrastructure, cloud services, and SDLC
• Experience working in 24x7 operational environments

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Relevant certifications such as ITIL 4, COBIT, or CISM (ITIL certification highly regarded)

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 Gadigal of the Eora nation as 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!