Workflow & Systems Analyst - CRM, Automation & Insights

Viva Energy Retail; Adelaide; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Flexible working arrangements

Parental leave and additional leave (e

Birthday leave

Health, wellbeing and lifestyle perks

Fuel savings discounts

Employee share plan

Novated leasing

Service recognition program

Job summary

Viva Energy Retail is seeking an Operations Systems & Workflow Analyst to support design, implementation and continuous improvement of digital workflows, service management tools and reporting across Customer Engagement and the Voice of Site. You will collaborate with Operations, IT, Digital and external vendors to drive efficiency.

The role combines systems, process improvement, reporting and project delivery expertise to enhance service outcomes and governance while enabling business-wide

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.

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

CRM

Ticketing systems

Workflow automation

Data analysis

Stakeholder engagement

Tools

CRM software

Ticketing platforms

Reporting tools

Job description

Viva Energy Retail is seeking an Operations Systems & Workflow Analyst to support design, implementation and continuous improvement of digital workflows, service management tools and reporting across Customer Engagement and the Voice of Site. You will collaborate with Operations, IT, Digital and external vendors to drive efficiency.

The role combines systems, process improvement, reporting and project delivery expertise to enhance service outcomes and governance while enabling business-wide