IT Service Operations Analyst - Hybrid, 6m Contract

RACV; City of Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Discounts on RACV products

Job summary

RACV is seeking a Service Analyst within its Intelematics division in Melbourne. This 6-month fixed-term contract offers hybrid working between the office and home.

You will monitor service performance, manage incidents, and collaborate with Product, Engineering and Operations teams to improve service delivery for business customers. The role requires ITSM/Service Operations experience, strong data analysis skills, and familiarity with ITIL processes.

Qualifications

• Experience in IT Service Management, Service Operations or similar tech service environment.
• B2B experience with large corporate or business customers.
• Knowledge of incident management including root cause analysis and PIRs.
• Experience monitoring SLAs, service performance and reporting.
• Strong analytical skills to interpret data and identify trends.
• Familiarity with ITIL practices, including incident, change and release management.
• Ability to develop clear operational documentation and service communications.
• Strong stakeholder management and cross-functional communication.
• Collaborative, customer-focused mindset and willingness to improve.

Responsibilities

• Monitor service performance and SLAs, identify trends and risks.
• Prepare operational reporting and analyze service data for meaningful insights.
• Support incident management including escalations and PIRs.
• Coordinate with internal teams, customers and stakeholders to resolve issues.
• Develop and maintain operational documentation, processes and release notes.
• Support release and change activities with clear communications to customers.
• Use insights to identify opportunities to improve service delivery and efficiency.
• Build strong relationships with business customers and cross-functional teams.
• Support UAT and testing activities when required.
• Participate in the team’s 24/7 support rotation.

Skills

ITSM

Service Ops

B2B

Incident Mgmt

SLA Monitoring

Data Analysis

Stakeholder Mgmt

ITIL

Job description

RACV is seeking a Service Analyst within its Intelematics division in Melbourne. This 6-month fixed-term contract offers hybrid working between the office and home.

You will monitor service performance, manage incidents, and collaborate with Product, Engineering and Operations teams to improve service delivery for business customers. The role requires ITSM/Service Operations experience, strong data analysis skills, and familiarity with ITIL processes.