Workflow & Systems Analyst - Flexible Work, AI & Automation

Viva Energy Retail; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working arrangements

Parental leave

Birthday leave

Health & lifestyle discounts

Employee share plan

Novated leasing

Service recognition program

Job summary

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. You will partner with Operations, IT and external vendors to deliver efficiency and quality improvements.

This role focuses on intake, triage, escalation, and governance while supporting automation and AI initiatives to enhance service outcomes and business capability.

Qualifications

• Experience as Business/Systems/Operations Analyst in complex environments.
• Practical experience with CRM, ticketing, case management, workflow, reporting or automation platforms.
• Strong understanding of customer service operations and performance measurement.

Responsibilities

• Support and improve ticketing, CRM, case management, workflow and knowledge systems.
• Maintain process maps, workflow rules, service definitions and ownership records.
• Assist development of Voice of Site Desk intake, triage and referral processes.
• Analyze service demand, ticket trends and bottlenecks to identify improvements.
• Prepare reporting on service levels, queue performance and data quality.
• Support project delivery including requirements gathering, mapping, testing and change management.
• Contribute to automation, self-service and AI initiatives documenting workflows and benefits.
• Collaborate with Operations, IT, Digital, Data, SMEs and external vendors.

Skills

CRM systems

Ticketing

Workflow

Reporting

Automation platforms

Stakeholder engagement

Job description

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. You will partner with Operations, IT and external vendors to deliver efficiency and quality improvements.

This role focuses on intake, triage, escalation, and governance while supporting automation and AI initiatives to enhance service outcomes and business capability.