ITSM Administrator

Sydney, New South Wales, Australia | Operations | Full-time | Fully remote


Lendi Group is Australia’s #1 online home loan platform. Every day we help thousands of Australians research, compare, apply for and settle their home loans online. 

We’re a home loan business that was born digital. We focus on using technology to make the lives of our customers and brokers easier, and it’s really paid off. 

We’ve won awards for innovation; pioneered direct platform integration with some of Australia’s largest banks; codified compliance across our panel, and settled more than $13 billion in home loans for our Customers.

We are seeking an ITSM Administrator to support a new implementation of the Helix Platform.


The Opportunity:

An exciting opportunity for an experienced ITSM administrator to join the newly formed Lendi Group and manage the implementation of the Helix ITSM platform. Helix will be used for Technology and broker support across the group, and key integrations with AD, JIRA and other service providers.


 What you'll be doing:

  • Designing and implementing enhancements to the Helix ITSM platform in response to changing technology and business processes.
  • Implementing and enhancing the Service Catalogue within the Helix ITSM platform.
  • Maintaining foundational data within the Helix ITSM system in response to business changes.
  • Developing landing pages and templates for knowledge and other Helix ITSM functions.
  • Managing and resolving incidents affecting the Helix ITSM platform and related integrations.
  • Collaborating with Platform team members and driving continuous improvement across the ITIL functions.
  • Creating and modifying technical documentation, user and administration guides.
  • Managing major incidents as part of a rotating roster within the Operations team.
  • Providing education to IT and business resolver teams on Helix ITSM usage.


What you'll bring:

  • 3+ years professional experience supporting Helix, Remedy or RemedyForce – or comparable ITSM platform.
  • Good understanding of all ITIL processes, including ITIL certification.
  • Experience with design, implementation, measurement and enhancement of ITSM processes across a multi-vendor technology environment.
  • Experience with Integration tools, including data field mapping, reconciliation techniques and troubleshooting.
  • Experience running Major Incident Management processes in complex B2B or B2C environments.
  • Familiarity with Agile methodologies.


Benefits and perks: 

  • Enjoy the flexibility of remote working arrangements: while headquartered in Sydney, we are open to applicants across the Eastern Seaboard.
  • Regular social and team building activities.
  • Close-knit, friendly culture with a warm & casual environment.


To learn more about life at Lendi Group check out our blog:

Lendi Group is a proud Project F Partner - Gender Diversity & Inclusion is a great focus for us. Creating a culture that is representative of the world we live in makes us better people and our organisations gain tangible benefits, ultimately this creates a melting pot of creativity!

Lendi is an equal opportunity employer and we value diversity!