ITSM Support Analyst

Bunnings; City of Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Team discount

Free OnePass membership

100+ exclusive team member benefits

12 weeks paid parental leave

Annual festive gifts and discounts

Career development opportunities

Job summary

Bunnings is seeking an experienced Support Analyst to join our Technology team in Melbourne. You’ll help keep our digital platforms reliable, incident response efficient, and change and risk management well controlled across multiple squads, engineers and product teams.

In this role you’ll build resilience, create reporting and dashboards in ServiceNow, and collaborate to drive continuous improvement, operational excellence and better customer experiences daily.

Qualifications

• 3+ years in Service Operations or IT support.
• Strong knowledge of ITIL; ITIL certification preferred.
• Experience with incident, change and risk management.
• Experience using ServiceNow for IT operations.
• Excellent communication and stakeholder engagement.

Responsibilities

• Coordinate and support incident resolution to minimise business impact.
• Contribute to major incident activities and post-incident reviews.
• Support change management with risk-aware planning.
• Monitor operational risks and maintain high-quality records.
• Develop reporting and dashboards to inform stakeholders.
• Collaborate with engineering and product teams for reliability.
• Create operational documentation and knowledge base.

Skills

Incident management

Change management

Risk management

ServiceNow

Analytical thinking

Stakeholder management

Agile exposure

Troubleshooting

Cross-team collaboration

Tools

ServiceNow

ITIL

Job description

Join us and experience Bunnings from the other side of the counter!

What’s in it for you when you’re part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a few


• Free standard OnePass membership


• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave


• 12 weeks paid parental leave, regardless of gender


• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities


• We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build

We are seeking an experienced Support Analyst to join our Bunnings Technology team.

About The Role

Help keep the technology that powers one of Australia's most trusted retailers running at its best. From supporting critical incident response to driving continuous improvement across change and risk management, you'll play a key role in ensuring reliable, resilient digital experiences for our customers and team members every day.

As part of our Customer & Sales team, you'll help drive operational excellence across incident, change and risk management while partnering with delivery squads, engineers and product teams to improve service outcomes across our digital platforms.

This is an opportunity to build your expertise in a large-scale technology environment, influence service reliability and contribute to meaningful continuous improvement initiatives. We're building the best...Our team makes it happen. You'll be joining a collaborative team that values curiosity, learning and finding better ways of working every day, all while Inspiring you to give it a red-hot go.

What's involved

• Coordinate and support the resolution of incidents, helping minimise business and customer impact while maintaining service stability.


• Contribute to major incident activities, post-incident reviews and root cause investigations that drive long-term service improvements.


• Support change management processes by helping ensure changes are well planned, appropriately assessed and delivered with minimal risk.


• Partner with teams across technology and the business to identify, monitor and manage operational risks.


• Utilise ServiceNow to maintain high-quality incident, problem, change, risk and knowledge records.


• Develop reporting, dashboards and insights that help stakeholders make informed decisions and continuously improve service outcomes.


• Identify recurring issues, trends and opportunities to automate manual processes and improve operational efficiency.


• Contribute to operational documentation, knowledge articles and support processes that enable team success.


• Collaborate with engineering and product teams to improve platform reliability, supportability and customer experiences.

About You

You're someone who enjoys solving complex problems, investigating patterns and turning insights into action. You bring a proactive mindset, strong attention to detail and a genuine interest in improving how technology services operate.

You’ll thrive in a collaborative environment where people share knowledge, support one another and work together to deliver better outcomes. You're comfortable balancing multiple priorities, communicating with a variety of stakeholders and adapting to evolving technologies and ways of working.

You bring a continuous improvement mindset and enjoy finding smarter ways of working, whether through process enhancements, automation opportunities or improved operational practices. Experience working in Agile environments or large corporate technology organisations will help you hit the ground running, but most importantly you'll be excited by the opportunity to learn, contribute and grow alongside a high-performing team.

What you’ll need

• 3+ years' experience in Service Operations, IT Support, Service Management or a similar technology operations environment.


• Strong knowledge of ITIL principles and service management practices, with ITIL certification highly regarded.


• Experience using ServiceNow across incident, change, problem or risk management processes.


• Demonstrated experience in Incident Management, including incident coordination, trend analysis and root cause investigation.


• Experience working within Change Management and Change Governance frameworks.


• Understanding of Risk Management principles and operational risk processes.


• Strong analytical, troubleshooting and problem-solving capabilities.


• Experience producing operational reporting, identifying trends and delivering continuous improvement outcomes.


• Excellent communication and stakeholder engagement skills.


• Ability to work effectively across multiple teams in a fast-paced environment.


• Experience working within Agile delivery environments and/or large corporate IT environments will be highly regarded.

You’ll be part of a workplace where you’ll feel like you belong.

We love the diversity across our teams, brought together in an inclusive culture guided by our values. We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities. We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions. Please note, you must be age 15 or over to apply for a role at Bunnings.

We’re all about fairness at Bunnings, and our team’s here to support you every step of the way. If you need any adjustments, just let us know - we’re here to help. If you’ve got the experience, skills, and drive to grow - but don’t quite nail every part of the job description - we still want to hear from you. For support, contact us at [e-mail].

Bunnings reserves the right to close job advertisements at any time, so we encourage you to apply early. We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.

At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go! Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference. By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together. If you’re ready to have a go, apply today.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.