Analyst Operations

Urban Utilities; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary packaging options

Corporate discounts

Parental leave: 18 weeks

Personal leave: 15 days + wellbeing</s

Flexible work options

WORK180 endorsed employer

Job summary

Urban Utilities is seeking a Digital Operations Analyst to coordinate and deliver Digital Change and Release Management within the Change Management team, with a focus on ITSM and ServiceNow.

You will collaborate with Shared Services and other delivery teams to ensure smooth Digital ICT operations, champion ITSM improvements, and build strong stakeholder relationships across Digital, Shared Services and business units.

Qualifications

• Demonstrated experience in IT Change Management, IT Service Management and Service Operations.
• Experience administering and governing Change processes within ServiceNow.
• Proven ability to drive CAB processes and facilitate decision-making for change approvals and prioritisation.
• Experience facilitating CAB and stakeholder governance forums.
• Ability to assess technical and business risk.
• ITIL Foundation Certification or higher.
• Experience with Records Management practices.
• Familiarity with IT Service Management concepts and tools (ServiceNow advantageous).
• Experience driving continual process or service improvement initiatives.
• Ability to collaborate across cross-functional teams to support Digital operations.

Responsibilities

• Coordinating and governing Digital Change and Release Management processes.
• Facilitating CAB and change governance forums, ensuring effective decision-making and prioritisation.
• Reviewing and assessing technical and business risks associated with proposed changes.
• Administering and maintaining change processes within ServiceNow.
• Monitoring compliance with change management standards, policies and controls.
• Producing reporting and insights to support operational performance and decision-making.
• Supporting ITSM practices including problem management, quality assurance and process improvement activities.
• Identifying opportunities to improve Digital operations and championing initiatives through to implementation.
• Building strong stakeholder relationships across Digital, Shared Services and business teams.

Skills

IT Change Management

IT Service Management

Service Operations

Change Governance

ServiceNow

ITIL Foundation

Risk Assessment

Records Management

Stakeholder Engagement

Process Improvement

Tools

ServiceNow

Job description

At Urban Utilities, our purpose is simple yet powerful - Enrich Quality of Life. With a $7 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across South East Queensland, we are committed to enhancing the liveability of our communities every day.

Reporting to the Lead, the Digital Operations Analyst primary function is jointly coordinate and deliver Digital Change and Release Management as part of the Change Management team which includes Change Operations, Governance & Compliance, Stakeholder Engagement & Facilitation, Reporting and Continuous Improvement, with a secondary focus on supporting other IT Service Management (ITSM) functions within Urban Utilities.

This role will also be required to collaborate with the Shared Services team and other delivery teams to ensure smooth Digital ICT operations and identify areas for ITSM improvements and champion these through to implementation.

Key responsibilities include:

• Coordinating and governing Digital Change and Release Management processes
• Facilitating CAB and change governance forums, ensuring effective decision-making and prioritisation
• Reviewing and assessing technical and business risks associated with proposed changes
• Administering and maintaining change processes within ServiceNow
• Monitoring compliance with change management standards, policies and controls
• Producing reporting and insights to support operational performance and decision-making
• Supporting ITSM practices including problem management, quality assurance and process improvement activities
• Identifying opportunities to improve Digital operations and championing initiatives through to implementation
• Building strong stakeholder relationships across Digital, Shared Services and business teams

About You

• Demonstrated experience in IT Change Management, IT Service Management and Service Operations.
• Experience administering and governing Change processes within ServiceNow.
• Proven ability to drive CAB processes and facilitate decision-making for change approvals and prioritisation.
• Experience facilitating CAB and stakeholder governance forums.
• Ability to assess technical and business risk.
• ITIL Foundation Certification or higher
• Experience with Records Management practices.
• Familiarity with IT Service Management concepts and tools (experience with ServiceNow is highly advantageous).
• Experience driving continual process or service improvement initiatives, including contributing to a culture of continuous improvement.
• Ability to collaborate across cross-functional teams to support Digital operations.

At UU, our strength comes from our people. We value different perspectives, backgrounds, experiences and ways of thinking, and we're committed to creating a workplace where people feel respected, included and supported to do their best work.

We welcome applications from people of all backgrounds, identities and life experiences. You do not need to meet every requirement to apply. If this role interests you and you feel you could contribute, we'd love to hear from you.

For us, it's about finding the right person, not ticking every box.

If you require adjustments at any stage of the recruitment process, please let us know. We're here to support you through the process.

Why Urban Utilities

At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.

At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.

Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.

We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you'll access an increasingly diverse range of benefits and initiatives that'll help you bring the best you. Speaking of which, here's just a sample of the benefits we offer our team:

• Generous Salary Packaging options, including novated leases
• Corporate discounts across Health insurance, technology and more
• 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
• Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

There's no us without you. Come shape the future with us.