Operations Systems & Workflow Analyst

Job description

​​​​​​Reporting to the Customer Service Manager, the Operations Systems & Workflow Analyst plays a key role in supporting the design, implementation and continuous improvement of digital workflows, service management tools and reporting across Customer Engagement and the Voice of Site. This role combines systems, process improvement, reporting and project delivery expertise to enhance service outcomes, drive operational efficiency and support business-wide initiatives.

You Will Provide

Support and improve ticketing, CRM, case management, workflow and knowledge management systems. Maintain process maps, workflow rules, service definitions, ownership records and supporting documentation. Assist in the ongoing development of the Voice of Site Desk, ensuring effective intake, triage and referral processes. Analyse service demand, ticket trends, bottlenecks and operational performance to identify improvement opportunities.

Prepare and maintain reporting on service levels, queue performance, data quality, risks and operational outcomes. Support project delivery activities including requirements gathering, process mapping, testing, implementation and change management. Contribute to automation, self-service and AI initiatives by documenting requirements, workflows and business benefits. Collaborate with Operations, IT, Digital, Data, P&C, SMEs and external vendors to deliver continuous improvement initiatives.

Maintain governance records, change logs, decision registers and project documentation. Develop and maintain knowledge resources, guides and process documentation to support operational consistency and business capability.

What We Offer

Join a high-performing team within a leading Australian retail organisation recognised for innovation. Enjoy flexible working arrangements that support work-life balance. Access generous parental leave and additional leave benefits, including birthday leave. Benefits from health, wellbeing and lifestyle discounts, including fuel savings. Access financial benefits including an employee share plan and novated leasing. Be recognised and rewarded through our service recognition program.

Qualifications

Experience in a Business Analyst, Systems Analyst, Operations Analyst or Workflow Analyst role within a complex environment. Practical experience working with CRM, ticketing, case management, workflow, reporting or automation platforms. Strong understanding of customer service operations, including intake, triage, escalation, routing and performance measurement. Demonstrated experience gathering requirements, mapping processes, analysing data and supporting systems or project delivery.

Strong analytical, problem-solving and stakeholder engagement skills. Ability to manage competing priorities while maintaining attention to detail and governance requirements. Experience supporting continuous improvement, automation or digital transformation initiatives will be highly regarded.