This is a Operations Analyst (Incident and Problem management) role with Australian Digital Health Agency based in Sydney, NSW, AU Australian Digital Health Agency Role Seniority - mid level More about the Operations Analyst (Incident and Problem management) role at Australian Digital Health Agency About the Agency As the steward for digitally enabling Australia’s health system, the Agency plays a key role in coordinating national engagement, delivery, and adoption of digital health to facilitate person-centred, connected healthcare. Our responsibilities span national digital health services and systems, including My Health Record, Electronic Prescriptions, and the 1800Medicare App. About the Role The Operations Analyst plays the critical role of ensuring the incident and problem management processes of the Agency’s digital health products and services. The Operations Analyst is responsible for coordinating and managing complex incident and problem activities, including triage, prioritisation, and resolution. This includes contributing to the continuous improvement of operational processes and ensuring timely and effective responses to service disruptions What You’ll Bring Strong understanding of ITIL practices and the ability to apply Service Integration and Management (SIAM) methodologies to support multi-vendor environments and integrated service delivery. A high attention to detail and the ability to apply critical thinking skills in dynamic scenarios with changing priorities. Provide accurate and specialised advice for the coordination of the Agency’s incident and problem response activities. Manage and monitor incident and problem management performance metrics and Key Performance Indicators (KPIs) and effectiveness of error control, making recommendations for improvements as appropriate. Exercise a high level of autonomy and decision-making within their area of responsibility and may be required to participate in a 24/7 on-call roster to provide complex or major incident response and support critical services Qualifications and Certifications ITIL v4 Certification (mandatory) Graduate Degree in Information Technology or related field or relevant work experience in a similar field - IT / Digital / Business certifications in areas relevant to the role (desirable) Service Integration and Management (SIAM) Certification (desirable) Experience in working with AI agents (desirable) 4-6 years relevant experience in IT Operations/Support/Delivery desirable Eligibility Ability to obtain and maintain national police check. Australian Citizenship is a condition of eligibility. Ability to obtain and maintain a Baseline security clearance with the ability to obtain and maintain a higher clearance if required by the Agency. Our Benefits Salary packaging (also known as salary sacrifice) is available. Our Wellbeing Sessions & Employee Assistance Program will give you the best opportunity to balance work and life Work From Home & Attractive Flexible Working Arrangements: All staff can apply for flexible work arrangements that offer a range of options for how, when and where you work. Collaborative workspaces with new technology available within central locations. Generous leave opportunities including Parental (primary & secondary), compassionate, Aboriginal & Torres Strait Islander Leave, Cultural, Emergency Response, Defence, and Half Pay option. Additional Information The position maybe filled in Brisbane, Sydney or Canberra. To apply, submit your resume and a cover letter. Please contact the recruitment team at careers@digitalhealth.gov.au with queries relating to the application process. For all queries relating to the responsibilities of the position, please contact Nathan Kumar at nathan.kumar@digitalhealth.gov.au. Order of Merit: Applicants rated as suitable will be placed in a merit pool that may be used to fill similar ongoing or non-ongoing positions throughout the Agency for up to 18 months. Closing Date: Wednesday 18 March 2026, 11:00pm Salary: This role offers between $101,319 - $114,373 plus 15.4% superannuation depending on skills and experience. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Australian Digital Health Agency team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Coordinating incident management Improving operational processes Monitoring performance metrics Key Strengths ITIL practices Attention to detail ⚠️ Incident management SIAM Certification AI experience IT Operations experience A Final Note: This is a role with Australian Digital Health Agency not with Hatch.
