Technology Service Transition & Change Analyst

AA Holdings; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

AA Membership

Birthday leave

Wellbeing leave

Hybrid working

Training available

Discounted insurance

Job summary

AA Holdings Auckland is seeking a Technology Service Transition & Change Analyst to help move new and changed technology services into production and ensure ongoing support. You will work with project teams, operations, platform teams, vendors, and business stakeholders to drive service readiness and governance.

This role offers a hybrid work arrangement and opportunities to broaden governance and operational management expertise across technology services, incident handling, and continuous

Qualifications

• 2-4 years' experience in a Service Desk, IT support, service operations, incident management, or similar technology environment.
• Understanding of incident and problem management processes; exposure to change management or service transition is advantageous.
• Strong communication and stakeholder management skills; ability to translate technical information for different audiences.
• Excellent organisational skills; ability to manage competing priorities, risks and dependencies.
• Collaborative, proactive approach with a desire to learn and develop within technology operations and governance.
• Ability to build relationships and influence outcomes across diverse stakeholders.

Responsibilities

• Coordinate the successful transition of new and changed technology services into production, ensuring operational readiness.
• Partner with project teams, service operations, platform teams, and technology stakeholders to ensure smooth service handovers and support arrangements.
• Support change and release activities by coordinating schedules, assessing impacts, identifying risks, and helping minimise disruption to the business.
• Assist with major incident coordination, ensuring timely communication, escalation, and resolution activities.
• Track incidents, problems, post-implementation reviews, and improvement actions to strengthen service reliability and performance.
• Maintain service documentation, knowledge articles, support processes, and configuration information to enable effective service support.
• Participate in a shared incident management rotation, providing support and coordination for significant incidents outside normal business hours when required.

Skills

Service Desk

Incident management

Change management

Stakeholder management

Communication

Organisation

Job description

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Technology Service Transition & Change Analyst

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years the AA have been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands.From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than a million Members.

And now, we’re building the organisation of the future – more connected, modern, and purpose-driven. We are a business in transformation, with opportunities to work cross-functionally, grow new skills, and make a meaningful impact. We’re investing in our people, platforms, and ways of working to stay ahead of what our Members and customers need.

As our Technology Service Transition & Change Analyst, you'll play a key role in ensuring new and changed technology services are successfully transitioned into production and supported effectively once live. Sitting within our Technology Operations team, you'll work across projects, operational teams, technology specialists, vendors, and business stakeholders to help drive service stability, operational readiness, and effective technology governance.

This is an ideal opportunity for someone looking to broaden their technology career beyond a Service Desk or operational support environment and develop expertise in the governance, transition, and operational management of technology services. You'll have the opportunity to influence outcomes, build strong stakeholder relationships, and develop leadership capability by working across a wide range of teams and initiatives.

In this role you will:

• Coordinate the successful transition of new and changed technology services into production, ensuring operational readiness requirements are met.
• Partner with project teams, service operations, platform teams, and technology stakeholders to ensure smooth service handovers and support arrangements.
• Support change and release activities by coordinating schedules, assessing impacts, identifying risks, and helping minimise disruption to the business.
• Assist with major incident coordination, ensuring timely communication, escalation, and resolution activities.
• Track incidents, problems, post-implementation reviews, and improvement actions to strengthen service reliability and performance.
• Maintain service documentation, knowledge articles, support processes, and configuration information to enable effective service support.

You'll also participate in a shared incident management rotation, providing support and coordination for significant incidents outside normal business hours when required.

You're a confident, relationship-focused technology professional who enjoys bringing people together, coordinating outcomes, and ensuring things run smoothly. You may currently be working in a Service Desk, technical support, incident management, or service operations environment and are looking for an opportunity to broaden your experience and take the next step in your career.

You will bring:

• 2-4 years' experience in a Service Desk, IT support, service operations, incident management, or similar technology environment.
• An understanding of incident and problem management processes, with exposure to change management or service transition being advantageous.
• Strong communication and stakeholder management skills, with the ability to build relationships, influence outcomes, and translate technical information for different audiences.
• The confidence to challenge constructively, hold the line on agreed processes, and work effectively with technical specialists.
• Excellent organisational skills, with the ability to manage competing priorities, risks, and dependencies.
• A collaborative, proactive approach and a genuine desire to learn and develop within technology operations and governance.

Most importantly, you're someone who enjoys working with people as much as technology. You're confident, resilient, and naturally curious, with the ability to build credibility across a diverse stakeholder group and help drive positive outcomes for our technology teams and the wider business.

• Free AA Membership for you and your whānau
• A day off for your birthday and 2 days wellbeing leave annually
• Hybrid working arrangement
• Training available / career development
• Discounted insurance

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

Our recruitment process is people-led and relationship-focused—we do not use AI to screen or assess applications. Every application is reviewed by a real person, because we value potential, individuality, and the human stories behind each candidate.