Sydney, New South Wales
Job Summary
The Senior Service Analyst is responsible for monitoring, analysing, and supporting the performance and stability of technology services that underpin the Group’s retail operations across supermarkets, liquor, and group platforms. This role plays a key part in ensuring operational reliability, rapid issue resolution, and continuous service improvement. Reporting to a Service Operations Lead, the Senior Service Analyst oversees day-to-day service management activities, including incident and problem coordination, performance reporting, and trend analysis. The role identifies recurring issues and improvement opportunities, working with engineering, product, and vendor teams to enhance service quality and reduce operational risk.
Key Responsibilities
- Provide analysis, development, testing and operations support, including problem resolution, to the running and enhancement of existing production and non-production Supply Chain Network applications.
- Troubleshoot and analyse complex problems and advise solution to engineering team.
- Develops and updates support guidelines, documentation and user guides for best practices.
- Review systems configuration from support perspective for consistency and quality.
- Proactively improve existing development/support process by identifying gaps in process.
- Implement and follow best practices for non-prod & production environments.
- Exercise professional and independent judgements to effectively identify, build and maintain relationships with business stakeholders, vendors and all other stakeholders to ensure there are no unacceptable or degrading impacts to online or key SLA’s.
- Develop and enhance regular comparison scans to ensure the integrity of the systems.
- Responsible for protecting the stability of operational systems as well as maintain the integrity of the data they contain.
Develops and updates reporting for the Supply Chain Network applications
- Lead support team members for conducting root-cause analysis and problem rectification, including changes required to prevent incident recurrence
- Ensure end to end quality of the deliverables
- Mentor other in the team effectively and be passionate about what you do.
- Ensure quality and standards are maintained
- Participate in design reviews and contribute to the overall solution
- Continuous improvement of process and solutions
- Create detail designs and documents for systems modifications
- Management of cyber security risk through vulnerability management, patching, access management
- Works with vendors and leaders to ensure contractual value is being delivered for Operational services
- Support business cases for release-related investments and automation initiatives.
- Key Metrics: Risk mitigation effectiveness; audit and compliance outcomes.
Skill Requirements
- Strong background in Supply Chain systems and must possess strong experience supporting different solutions
- Ability to Administer / Configure / Monitor / Maintain multiple mission critical environment
- Strong working knowledge of systems integration
- Strong knowledge in SQL/PLSQL, UNIX and shell scripting
- Understanding of Cloud infrastructure (Preferably Azure)
- Understanding of Supply Chain concepts
- Intermediate to Advance knowledge in batch scheduling
- Strong understanding of IT systems and architecture
- Strong process improvement experience
- Demonstrated ability to coordinate cross-functional work teams toward task completion
- A customer-centric approach
- Excellent communication and stakeholder management skills
- Customer management
- Experience with incident management
- Solid understanding of ITIL principles preferred
- Very high attention to detail is mandatory
- Ability to engage with Business and IT Teams
- Technical understanding of Coles IT systems and integration advantageous
Other Requirements
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
