Operations Support Analyst at Woolworths Group Limited

Woolworths Ltd.; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

Woolworths Group Limited in Auckland City, NZ is seeking an Operations Support Analyst for a full-time, on-site role. You will triage platform issues, monitor health dashboards, and perform data investigations to support mission-critical applications.

Key responsibilities include building runbooks, collaborating with product squads, and contributing to ITIL-aligned incident management while participating in an on-call rotation during high-volume periods.

Qualifications

• 1–3 years of foundational experience in digital applications support, IT helpdesk, or technical customer support.
• Working knowledge of SQL with the ability to write basic queries (SELECT, JOIN, WHERE).
• Familiarity with web application workflows, REST APIs, JSON payloads, HTTP status codes, and browser dev tools.
• Practical exposure to enterprise monitoring dashboards (Dynatrace, Datadog, Splunk, Grafana) and ticketing platforms (Jira Service Management or ServiceNow).
• Solid grasp of ITIL service management practices and experience in Agile (Kanban/Scrum) teams.
• Strong analytical and troubleshooting skills with calmness during outages and adherence to runbooks.
• Able to translate complex tech concepts into clear updates for non-technical stakeholders.

Responsibilities

• Act as the primary sensor for platform issues and perform initial incident triage.
• Monitor enterprise observability dashboards to identify latency or service friction early.
• Write basic SQL queries to inspect transactional states and investigate data.
• Create, update, and maintain runbooks and knowledge base articles.
• Identify recurring issues and advocate for long-term fixes with product squads.
• Support on-call rotations and monitor critical system alerts during peak periods.

Skills

Tech support

SQL queries

Web troubleshooting

Observability tools

ITIL & Agile

On-call support

Communication

Tools

Dynatrace

Datadog

Splunk

Grafana

Jira Service Management

ServiceNow

Job description

Operations Support Analyst at Woolworths Group Limited in Auckland City, N, NZ. This Full time on site position offers great opportunities for career growth. 2x roles available

What you’ll do

• Hei mahi Drive First-Line Triage & Containment: Act as the primary sensor for platform issues, performing initial incident triage, executing containment strategies, and packaging high-quality diagnostic data (log traces, payloads, and Trace IDs) for escalation to Tier-3 engineering teams when required.
• Monitor System Health & Telemetry: Proactively track enterprise observability dashboards (such as Dynatrace, Datadog, and Splunk) to identify latency or service friction early, resolving issues using pre-approved operational runbooks.
• Execute Safe Data Investigations: Safely write and run basic SQL queries to inspect transactional states, investigate database records, and compile operational data for stakeholders in strict alignment with security policies.
• Support Runbook Lifecycle Management: Create, update, and maintain comprehensive, step-step troubleshooting guides and Helpdesk Knowledge Base articles to streamline issue resolution across our critical application suite.
• Champion Operational Excellence: Identify recurring support trends and monitoring gaps, advocating for long-term fixes and backlog automation with product squads to reduce ongoing operational drag.
• Maintain ITIL Governance & Agile Alignment: Manage your daily tasks using Agile/Kanban practices while driving ITIL compliance and incident backlog reduction in accordance with Group policies.
• Participate in On-Call Support: Join a scheduled out-of-hours on-call rotation to perform pre-trade health checks and monitor critical system alerts during peak trading windows and high-volume events.

What you’ll bring

• Hei koha Technical Support Experience: 1–3 years of foundational experience in digital application support, IT helpdesk, or technical customer support.
• Database & SQL Querying Skills: Working knowledge of SQL with the ability to write basic queries (using SELECT, JOIN, WHERE) to inspect records and troubleshoot transactions.
• Web Literacy & Troubleshooting Savvy: Familiarity with web application workflows, REST APIs, JSON payloads, HTTP status codes, and browser developer tools to perform initial technical diagnoses.
• Observability & ITSM Tooling Exposure: Practical exposure to enterprise monitoring dashboards (e.g., Dynatrace, Datadog, Splunk, Grafana) and ticketing platforms such as Jira Service Management or ServiceNow.
• ITIL & Agile Framework Understanding: A solid grasp of ITIL service management practices and experience working within Agile (Kanban/Scrum) team structures.
• Outage Composure & Problem-Solving: Strong analytical skills with a disciplined approach to troubleshooting, alongside the ability to remain calm and follow runbooks precisely during high-pressure system outages.
• Excellent Communication Skills: The ability to translate complex technical concepts into clear updates for non-technical stakeholders, as well as collaborate effectively across developers, product managers, and delivery leads.

What you’ll experience

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams
• High-impact role supporting our teams who enrich our communities.
• A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network.
• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.
• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
• Endless possibilities with the Woolworths Group

Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs at Woolworths Group – No Woolworths tātou. Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.