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Westpac - Internal
IT Operational Response Specialist
IT Operational Response Specialist at Westpac, Auckland. Lead incident/problem management using ServiceNow. ITIL 4 required. 5+ yrs ITSM ops. Competitive benefits, growth opportunities.
Direct Hire
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
DevOps
Event Management
IT Service Management
Incident Management
Security Operations
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Event Management
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 21, 2025
As an IT Operational Response Specialist, you will deliver hands on operational support across incident, problem, and event management practices, ensuring timely service restoration and resolution while enabling technology teams to strengthen their own response capabilities.
Requirements
- Coordinate and facilitate major incident responses
- Provide seven day coverage during key operating hours
- Lead critical problem investigations
- Coach and guide teams through routine incident and problem handling
- Embed Agile and DevOps practices into operational response workflows
- Leverage data analytics and AI tools to identify patterns and detect emerging issues
Benefits
- 4 weeks standard holiday + 5 additional days of wellbeing leave
- Additional purchased leave options up to 4 weeks per year
- Banking benefits
- Insurance discounts
- Superannuation scheme
- Growth and development opportunities
- Recognition and rewards for star performers
- School holiday subsidy
- 2 Volunteer days per year
Requirements Summary
5+ years in ITSM operations, including incident and problem handling; ITIL 4 Foundation required; hands on experience with tools like ServiceNow, Jira, monitoring platforms, and basic AI analytics
