Service Assurance Coordinator

Role Location: Sydney, Melbourne or Brisbane location

Role Purpose

The Service Assurance Coordinator supports the end-to-end IT Change Management process by coordinating, reviewing, scheduling, and facilitating changes across the IT Operations and Network environment. They ensure that changes are assessed, approved, communicated, and implemented in a controlled and low-risk manner, contributing to the stability and reliability of IT services.

The role is responsible for compliance, governance and documentation to support AARNet’s change management process. This role will be providing support to business units and will assist in the continuous improvement and implementation of changes across processes, systems and documentation.

The role will require an independent self-sufficient worker with the ability to think on their feet and solve problems and issues as they arise.

The candidate may be on-call as part of the Incident Management on-call rotation (as required)

Key Accountabilities

At AARNet, all employees are accountable for:

• Actively promoting safe work practices in the workplace during all activities consistent with AARNet’s policies and comply with all WH&S legislation, policies and procedures.
• Actively contributes to a safe and supportive working environment that is inclusive of all staff through celebrating their nationality, cultural background, LGBTI status, abilities, gender and age.

In this role, your main responsibilities are:

• Review incoming change requests for accuracy, completeness, and appropriate categorisation.
• Ensure all required documentation, testing evidence, back-out plans, and risk assessments are provided.
• Log, track, and maintain all changes within the ITSM tool.
• Prepare weekly CAB agendas
• Attend and facilitate CAB meetings when required.
• Maintain the Forward Schedule of Change (FSC).
• Identify scheduling conflicts and liaise with technical teams to resolve them.
• Ensure blackout periods, business peak periods, and major events are considered.
• Work with technical teams to clarify change details when required.
• Ensure changes follow ITIL Change Management processes.
• Support continuous improvement of the Change Management framework.
• Assist in monitoring compliance, including emergency change reporting.
• Produce reports on change volumes, failure rates, trends, and policy compliance.
• Support root-cause and post-implementation reviews for failed or unauthorised changes
• Assist in the co-ordination of changes across the business including preparing and publishing change notifications, documentation and reporting of changes.
• Build effective relationships with IT support teams including vendors, customers and colleagues.
• Identify gaps and offer feedback for improvements as part of ongoing efforts to enhance and uplift Change and Incident processes and documentation

Your expertise, experience & qualifications

• Degree in Engineering/Telecommunications or a related field or relevant industry experience.
• Understanding of ITIL Change Management principles.
• Experience with ITSM tools (e.g., ServiceNow, Cherwell, Remedy, Jira Service Management).
• Basic understanding of IT infrastructure, applications, and service dependencies.
• Current Australian Citizen status to meet governmental criteria for baseline security clearance.
• Strong communication and stakeholder management.
• High attention to detail and documentation accuracy.
• Ability to work under pressure with competing priorities.
• ITIL Foundation Certification

 Even better

Although not essential to the role, it would be even better if you had any of the following experience/skills:

• Professionally respond to and work collaboratively with customers and colleagues
• Ability to handle and perform in stressful situations
• Strong written and oral communication skills
• Learn, understand and assist with troubleshooting and solve problems.
• Ability to prioritise and multi-task in a fast paced, ever-changing environment
• Able to work both autonomously and in conjunction with the wider business.
• Experience in a Change Coordinator, Change Analyst, or Service Management role.
• Exposure to operational IT teams (infrastructure, applications, networks).