Technology Service Transition & Change Analyst

The New Zealand Automobile Association (Incorporated); Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Free AA Membership

Birthday leave

Hybrid working

Training / career development

Discounted insurance

Job summary

The New Zealand Automobile Association (AA) is seeking a Technology Service Transition & Change Analyst to ensure new and changed technology services are transitioned into production and supported after go‑live. Based in our Technology Operations team, you’ll work with project teams, technology specialists, vendors and business stakeholders to drive governance and operational readiness.

You’ll coordinate transitions, assist with change and release activities, support major incident coordination

Qualifications

• 2–4 years 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.

Responsibilities

• 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.

Skills

Stakeholder management

Incident management

Change management

Communication skills

Organisational skills

Team collaboration

Education

Bachelor's degree in IT or related field

Job description

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.

What You’ll Be Doing

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.

• 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.

About You

Mōu 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.

What We Offer

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.

• 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

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. We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch.We'd love to korero to see if you might be a great fit for the role.

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 1.8 million Members. Our purpose of caring for our Members and the people, spaces and places that are important to them drives us and connects us as a team.