Workflow & Systems Analyst: Digital Ops & Automation

Viva Energy Australia; Adelaide; In loco; AUD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible working

Parental leave

Health & lifestyle discounts

Employee share plan

Novated leasing

Service recognition program

Descrizione del lavoro

Viva Energy Group is seeking an Operations Systems & Workflow Analyst to design, implement and continuously improve 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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

CRM experience

Ticketing systems

Process mapping

Data analysis

Stakeholder engagement

Strumenti

CRM software

Reporting tools

Workflow platforms

Descrizione del lavoro

Viva Energy Group is seeking an Operations Systems & Workflow Analyst to design, implement and continuously improve 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.