Service Assurance Analyst

**About Woolworths Group**

Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand’s largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

**We Are Woolworths Group
**We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in an dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

**We Are Replenishment
Replenishment is at the heart of everything we do here at Woolworths, ensuring that we have the best technology to support the core outcomes of ‘the right product being available at the right place and right time’ is key to our customer satisfaction and organisational success.

**What you’ll do
- We have an exciting opportunity for a Support Analyst in the Replenishment Technology team. This role is key to ensuring ongoing stability of our Replenishment Applications in an ever changing environment which in turn ensures our customers can get the products they need when they need it most. You will be a part of a shared on call roster to ensure support coverage during nightly system processes.
- Establish and maintain strong and productive relationships with the IT outsource partner and other software vendors to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations.
- Serve as an ITIL expert in the improvement of existing processes, procedures and methods to promote effective business and systems operations.
- Drive process change by integrating new processes with existing ones. Maintain the proper balance between the need for change and the potential detrimental impact of changes to processes.
- Manage and provide input to any incident, problem, change or project which has, or may have, a major impact on services.
- Responsible for the oversight and progress of all Major Technical Incidents to ensure their prompt resolution. This will involve coordinating separate technical teams, structuring investigations and working with the respective business areas to ensure accurate and timely information is disseminated to senior stakeholders and end-users.Manage the project transitional elements of new services to BAU and ensure all relevant support partners are skilled and capable of supporting the new services.
- **What you’ll bring?
- Minimum of 2-3 years experience within a Service Assurance / Delivery role
- Extensive experience working in a Service Assurance / Delivery environment and implementing ITIL / service management strategy and processes.
- Strong stakeholder management and managing business expectations.
- Understand the importance of consistent & predictable service delivery while being flexible to manage times where this is being challenged.
- Strong analytical and problem solving skills, demonstrates a logical approach to problem solving.
- Can demonstrate strong communication, facilitation, negotiating and influencing skills.
- Demonstrate ability to quickly establish strong working relationships and communicate effectively with a wide range of stakeholders
- Flexible approach to work with a focus on delivery to deadlines and high standards.Extensive experience in managed services and service delivery environment including technical and service management exposure.
- **Grow with the Group
**As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and suppo