Operations Systems & Workflow Analyst

Viva Energy Group; Australia; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working arrangements

Parental leave

Job summary

Viva Energy Group is seeking an Operations Systems & Workflow Analyst to design, implement and refine digital workflows, service management tools and reporting across Customer Engagement and the Voice of Site. You will enhance service outcomes and drive efficiency through process mapping and collaboration with IT, Operations and external partners.

In this role you will support ticketing, CRM, case management and knowledge systems, maintain process documentation and lead automation and

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.

Responsibilities

• 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.

Skills

Business analysis

Stakeholder engagement

Process improvement

Analytical thinking

Governance

Attention to detail

Tools

CRM platforms

Ticketing systems

Workflow management tools

Reporting platforms

Job description

A career with Viva Energy Group is more than just a job. It's an opportunity to help shape solutions for a moving world.

At Viva Energy Group, we're delivering the energy, industrial and retail solutions, across a diverse portfolio of brands, that Australians rely on every day. Whether its people going about their daily lives, travellers taking to the skies, or the industries that drive our economy, our products and services help people, businesses and communities stay on the move.

Beyond fuels, Viva Energy has evolved into one of Australia's largest convenience retailers. Through more than 1,200 stores nationwide, and supported by over 12,000 team members, our Reddy Express, OTR and Liberty brands (and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others) serve millions of Australians every week. Whether it's a morning coffee, a quick meal, everyday essentials or fuel for the journey ahead, our brands are part of the rhythm of everyday life.

Above all, we're powered by our people. People who want to work on meaningful challenges, contribute to Australia's future, and be part of a company that's evolving with the needs of a changing world.

Will you be part of the Solutions for a moving world?

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.

Additional Information

We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people and encourage and support diversity in our traditional and non-traditional roles.

Please note: This role is being sourced by our internal Talent Acquisition team; therefore, we will not be accepting applications via external recruitment agencies.