Service Analyst

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

Select how often (in days) to receive an alert:

Melbourne, Victoria | CBD or Noble Park offices

6 Month Fixed Term Contract | Hybrid Working

Competitive Salary | Attractive Discounts on RACV Products

Great things start here

Join our team of business professionals doing meaningful work in an organisation that's ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you'll make a difference.

About the opportunity

As a Service Analyst within RACV's Intelematics business, you'll play an important role in ensuring our technology services operate effectively and continue to deliver a great experience for our business customers.

Working closely with business customers and our Service Operations, Product and Engineering teams, you'll monitor service performance, support the management of incidents and use data and insights to identify opportunities for continuous improvement. You'll also help ensure our customers are kept informed and supported when service issues, changes and releases occur.

This is a great opportunity for someone with experience in IT Service Management or Service Operations who enjoys working in a customer-focused technology environment.

Key responsibilities include

• Monitor service performance and SLAs, identifying trends, risks and opportunities for improvement.
• Prepare operational reporting and analyse service data to provide meaningful insights into performance.
• Support incident management, including escalations, root cause analysis, corrective actions and Post Incident Reviews (PIRs).
• Coordinate with internal teams, customers and other stakeholders to support the effective resolution of service issues.
• Develop and maintain operational documentation, processes, user guides and release notes.
• Support release and change activities, ensuring customers and stakeholders are appropriately informed.
• Use operational and customer insights to identify opportunities to improve service delivery and efficiency.
• Build strong relationships with business customers and work collaboratively with Product, Engineering and Service Operations teams.
• Support User Acceptance Testing (UAT) and customer or supplier testing activities when required.
• Participate in the team's 24/7 support rotation to help provide continuous operational coverage.

What you'll need to be successful

• Previous experience within IT Service Management, Service Operations or a similar technology service environment.
• B2B experience and exposure working with large corporate or business customers.
• Knowledge of incident management, including root cause analysis and Post Incident Reviews PIRs).
• Experience monitoring SLAs, service performance and operational reporting.
• Strong analytical skills with the ability to interpret data, identify trends and translate findings into actionable insights.
• Exposure to ITIL-based practices, including incident, change and release management.
• Experience developing clear operational documentation and service communications.
• Strong stakeholder management and excellent communication skills, with the ability to work confidently across customer, operational and technical teams.
• A collaborative, customer-focused mindset with a willingness to learn and continuously improve.

At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know.

Application process

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.