At Growth Prof, we’re leading innovation in the Australian tax industry through smart technology and forward-thinking solutions. Our mission is to streamline complexity and deliver value-driven outcomes that empower our clients and transform the way tax services are delivered.
Role Overview:
The IT Operations Associate is responsible for executing day-to-day IT support activities, assisting with service management processes, maintaining IT systems and configurations, and ensuring consistent delivery of IT services. This role supports compliance with ISO standards. This role involves operational IT support, first/ second-level incident resolution, system monitoring, configuration data maintenance, and execution of standard operating procedures under the direction of the IT Operations Lead.
Key Responsibilities:
- IT Support & Service Desk
- Respond to and resolve user incidents and service requests within SLA.
- Log and update tickets accurately in the ITSM system (JIRA).
- System Monitoring
- Continuously monitor IT systems and services, promptly addressing any issues or anomalies.
- Incident, Problem & Change Management
- Participate in incident management processes, assisting in troubleshooting and resolution.
- Classify and escalate incidents as per ITSM process.
- Document root causes and assist in preventative measures.
- Assist in implementation and validation of approved changes.
- Participate in post-change verification and issue tracking.
- Documentation
- Maintain accurate records of system configurations, procedures, and incident reports.
- Collaboration
- Work with senior IT staff and other departments to support IT initiatives and projects.
- Business Continuity Support
- Support execution of disaster recovery testing.
- Maintain familiarity with recovery procedures and escalation paths.
Qualifications:
- Education & Certification
- Diploma in IT or related field.
- ITIL Foundation.
- Awareness of ISO 20000, 22301, 27001 frameworks.
- Experience
- Minimum 1 year in IT operations or service management.
- Hands on experience with JIRA, Office 365, Azure, CMDB, and ITSM tools.
- Soft Skills
- Analytical and documentation skills.
- Risk-aware and compliance-oriented mindset.
Additional Information:
- Competitive salary and benefits package.
- Work on comprehensive IT service management initiatives leveraging ITSM frameworks, Azure, and D365 technologies.
- Join a supportive, innovative team passionate about technical excellence.
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