ITSM Administrator I

Company Description
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia's original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer's agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group's loan book is more than $100b and it was named Australia's Aggregator of the Year for 2024.

Why Join Us?

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.
• Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

Job Description
Role Description:
The ITSM Administrator I is a specialist role that supports the ITSM and Product Delivery teams, alongside the wider Lendi Group business, in the configuration and use of the Atlassian tooling suite. The role assists with administration, process documentation, operational support, and contributes to continual service improvement initiatives. It also develops capability in business analysis and supports the adoption of new practices and technologies, including the responsible use of AI, to streamline workflows and improve outcomes. Working alongside the ITSM and Product Delivery teams, this role helps the team deliver efficient, innovative, and compliant service management.

Roles & Responsibilities

• Tooling Support: Assist with the configuration, maintenance, and documentation of Atlassian ITSM tools (Jira Service Management, Confluence, Assets), including dashboards, reports, and knowledge base updates.
• Process & Requirements Support: Contribute to workshops, documentation, and backlog refinement by gathering input, drafting requirements, and supporting process mapping under guidance.
• Operational Support: Provide first-line support for ITSM and Product Delivery teams, helping triage issues, log change requests, and prepare training or support materials.
• Continuous Improvement: Participate in service improvement initiatives by gathering feedback, testing solutions, and identifying opportunities to streamline processes.

• AI Capability Development:

• AI Literacy: Keep up with basic AI developments relevant to day-to-day work.

• Applied AI: Re-engineer workflows to reduce manual steps and use AI insights to apply solutions within the ITSM and Product Delivery tooling suite.
• Governance, Risk & Data Integrity: Apply responsible AI policies, recognise limitations/biases, and use outputs with discernment.

• Innovation & Strategy: Share successful AI use cases and tips with peers, and adopt good practices from others.

• Collaboration & Learning: Work closely with senior ITSM and Product Delivery team members, building skills in ITIL practices, Atlassian administration, and business analysis.

Competencies

• Accountability: Take responsibility for assigned tasks and follow through under supervision.
• Collaboration: Work closely with senior team members and stakeholders, contributing ideas and effort to team goals.
• Analysis & Problem Solving: Apply structured thinking to smaller tasks; escalate complex issues to senior staff.
• Stakeholder Management: Assist in engaging stakeholders by preparing materials and contributing to discussions, rather than leading them.
• Communication: Share updates clearly with teams and stakeholders
• Planning & Organising: Manage assigned tasks and deadlines, adjusting as priorities shift.

Qualifications
Essential

• Up to 1–3 years' experience in ITSM administration (JSM preferable), Atlassian tools, or related roles.
• Exposure to BA practices such as requirements gathering or process mapping.
• Basic knowledge of, and experience applying, ITIL principles.

Desirable

• Exposure to AI tools in an enterprise context.
• Atlassian or ITILv4 certifications (or willingness to achieve).
• Experience in service management or support environments.

Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

Benefits
We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a week.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
• Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.

Our culture is guided by our three core values:
We Are Stronger United; Act Like You Own It; and Keep Home Loans Human.
These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.

Ready to contribute to Lendi Group's next chapter? Apply now and be part of something big