Service Operations Coordinator

2 weeks ago

Melbourne, Victoria, Australia Aurec Full time $60,000 - $90,000 per year
  • 8-month initial CONTRACT
  • Hybrid working arrangement (Melbourne CBD)
  • Daily rate: $400 (inc SUPER)
  • Must have experience with ServiceNow ticketing/case management platform

ROLE OVERVIEW

We are seeking a highly motivated Service Operations Coordinator to take ownership of internal service requests (ISR) and support the smooth operation of facilities and infrastructure services. This role requires someone with strong ServiceNow expertise, a structured case management approach, and the confidence to make informed, proactive decisions that enhance operational continuity and service excellence.

WHAT YOU'LL BE DOING

  • Manage ISR Tickets End-to-End - Oversee the full lifecycle of service requests in ServiceNow, from creation and categorisation through to resolution and closure.
  • Ensure Accuracy & Accountability - Verify that tickets are properly logged, routed to the right teams, and resolved within quality and time standards.
  • Monitor & Escalate - Track ticket volumes and progress, escalate issues as required, and maintain service visibility across teams.
  • Analyse & Act - Identify trends, recurring issues, and bottlenecks in ISR workflows, making informed decisions to improve outcomes.
  • Collaborate on Process Improvements - Work with internal stakeholders to refine ISR workflows, support new process rollouts, and contribute to system enhancements.
  • Stakeholder Engagement - Liaise with INOC, Field Services, and Facilities Operations teams to ensure ISR cases accurately reflect on-site realities and operational priorities.
  • Reporting & Documentation - Maintain dashboards, generate performance reports, and document process improvements for ongoing optimisation.

MORE ABOUT YOU

  • Proven experience working with ServiceNow or a similar enterprise case management/ticketing platform.
  • Strong understanding of infrastructure, facilities, or service operations workflows.
  • Analytical mindset with the ability to spot trends, prioritise workloads, and make practical, data-informed decisions.
  • Excellent communication and coordination skills, with the ability to work across technical and operational teams.
  • Background in asset management, field services, or facilities operations will be highly regarded.
  • Self-starter attitude with a strong sense of ownership and accountability.
  • Comfortable operating in a fast-paced environment with multiple priorities and stakeholders.
  • Passionate about improving processes, service delivery, and customer experience.

If this opportunity aligns with your expertise and aspirations, please apply Please feel free to reach out directly to Muneem Meah at , should you have any questions

Only shortlisted candidates will be contacted

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