ITSM Operations Analyst

At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you.

ING Australia is on the search for an ITSM Operations Analyst. Reporting to the ITSM Operations Lead you will have a wide range of responsibilities providing level 2 support for the Bank’s software applications to staff and business units

Join us and build an exceptional experience for yourself and you will be making a difference to our customer’s lives by shaping the way they bank and empowering them to stay ahead in life and business.

Ready to do your thing?

What you’ll do

• Troubleshoot and escalate application issues, ensuring timely resolution and clear stakeholder communication.

• Identify recurring issues, raise problem records, and contribute to knowledge base documentation.

• Perform detailed production verification testing and report issues post-release.

• Resolve incidents with a “One and Done” approach, maintaining strong stakeholder relationships.

• Participate in CAB meetings, assess change risks, and provide support for critical incidents.

• Participate in a 24/7 on-call rotation for incident triage and escalation.

What are we looking for?

• Minimum 3 years’ experience in a service desk or IT support role.

• Strong ability to diagnose application faults and correlate error messages with known issues.

• Proven capability to identify and suggest improvements to internal IT processes.

• Solid understanding of technical concepts, including incident management, file transfers, and Microsoft Exchange.

• ITIL certifications (e.g., ITIL v3 Foundation, ITIL Operational Support & Analysis) are highly desirable.

What’s in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from

• Discounted ING Health Insurance

• An additional Rest Day to support your wellbeing

• An IMPACT Day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  

Sound like the kind of place you’d feel at home? We’d love to hear from you. 

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more?
Contact Saikat Dastidar on Saikat.Dastidar@ing.com

Applications close on 10th June