IT Service Analyst

Department of Corrections NZ; Wellington; On-site; NZD 80,000 - 112,000; Full time

Job summary

The Department of Corrections NZ in Wellington seeks an IT Service Analyst to streamline ICT service requests, collaborate with external providers, and improve delivery. You will contribute to a modern, responsive digital support function within Ara Poutama Aotearoa.

You will work in a hybrid model, with up to two days from home, helping shape requests and support day-to-day ICT needs. The role offers steady development and a competitive salary aligned to experience.

Qualifications

• Proven ability to work effectively as a team member with strong interpersonal and communications skills.
• Excellent written and verbal communication, and focus on delivering high-quality service.
• Attention to detail with organised, methodical work habits and accuracy under pressure.

Responsibilities

• Provide an efficient channel for requests, working with external providers to develop and automate processes.
• Monitor provider delivery of non-service desk requests and keep stakeholders informed.
• Assist customers to shape their requests and support day-to-day ICT needs.

Skills

Teamwork

Written & oral communication

Attention to detail

Customer service

Tools

Microsoft 365 (Excel, Teams, SharePoint)

Job description

Join our team and support the timely and cost-effective resolution of requests with the product provider as they arise!

Work from home up to two days per week

Based at our Wellington National Office Infrastructure and Digital Assets (IDA) provide a range of services to support the delivery of Corrections' core business and ensure we can maintain consistent service delivery regardless of external events and crises.

The group comprises four key areas: Asset Management, Procurement, Public Private Partnerships and Digital.

We have an exciting and transformational plan designed to modernise our infrastructure and technology platform, delivering life changing digital technology for the people we manage and our staff.

About the role

The Digital team are currently looking for IT Service Analyst to join the team here at Ara Poutama. As an IT Service Analyst, you will be responsible for:

• Providing an efficient channel for requests, working with the external providers to develop and automate the process.
• Monitor provider delivery of non-service desk request.
• Working with and assisting customers to shape their requests and support their day to day ICT needs.

About you

You are a tech-savvy, customer-focused professional with excellent communication skills and a proven ability to build positive relationships in an IT support or customer service environment. You are motivated to learn, quick to pick up new systems and processes, and able to apply sound judgement and common sense when solving problems.

Proactive and dependable, you take initiative, have a strong work ethic, and are always willing to go the extra mile to deliver great service. You thrive in a fast-paced environment, remain calm under pressure, and can effectively prioritise competing tasks while maintaining attention to detail and a high standard of customer care.

Skills and experience

We are looking for someone with good attention to details as well as:

• Proven ability to work effectively as a team member with good interpersonal and communications skills, both written and oral
• Advanced data entry and computer skills including Microsoft 365 (Excel, Teams and Sharepoint)
• Organised and methodical work habits with attention to detail
• Experience working with senior members of high priority groups, often in time sensitive situations

Salary

The midpoint of the salary range is $93,688 per annum and the full range (85%-120%) is $79,635 - $112,426 per annum. Appointment and remuneration will reflect skills and experience relevant to the role.

About us

Join Ara Poutama Aotearoa - Department of Corrections, where your work will contribute to improving public safety, reducing re-offending, and address the overrepresentation of Māori in correctional facilities. As a values-led organisation, we use the principles of rangatira (leadership), manaaki (respect), wairua (spirituality), kaitiaki (guardianship), and whānau (relationships) to guide our work and achieve the goals of our Hōkai Rangi strategy.

We value inclusion and diversity in our workforce, and as a Public Service organisation we are committed to building a workforce that reflects the public we serve. We strive to make our recruitment process fair, and we encourage you to discuss reasonable accommodations with us if required.