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Service Operations Analyst

7 months ago

Melbourne, Australia AIA Full time

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better - because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity:
The Service Operations Analyst ensures that service resilience, agreed availability, capacity and functionality meet business requirements for all Application Operations.

This will involve leveraging technologies to deliver support excellence principles, drive timely resolution with Technology partners and ensure production stability which is an essential component of the value proposition we offer to our customers.
- Performing reviews of major incidents, major problems, and/or changes, as per assigned processes
- Participating in any internal or external Audits of the Run services, and managing any subsequent follow-up activities
- Developing an understanding of the operational policies and processes and escalate any issues of non-compliance by partners/service providers as appropriate
- Providing analysis of issues to the Application Manager including identifying root causes, work around and permanent solutions
- Providing information that allows support processes to be optimized, incidents to be reduced, and management planning to be carried out

To be successful in this position, you will have:

- Substantial knowledge and demonstrated experience in providing technical support using ITIL principles in fast paced complex environments
- Significant previous experience in a similar or related technical role
- Strong analytical and communication skills
- High level of attention to detail and excellent organisation capability
- Strong critical thinking, problem solving and root cause analysis skills
- Demonstrated ability to maintain confidentiality and use appropriate judgment and discretion
- Proven ability to identify and resolve problems in a pragmatic way

Why choose AIA:

- At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people
- AIA Australia is part of the larger regional Asia AIA Group, which is the largest public listed life insurance company in the Asia-Pacific region
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive working environment
- Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality - the world’s leading science-backed wellbeing programme - we’ve started a movement to make Australia the healthiest, best protected nation in the world.

As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group with a presence in 18 markets in Asia-Pacific - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives.

AIA is different. Are you?