Senior Service Analyst - Hawthorn East

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

Our Technology team is the backbone of the business, building and maintaining the information technology infrastructure that support Coles Group. As a part of the Technology team, you get the opportunity to work through complex, challenging, meaningful problems using large data sets and new technologies to expand your skills and experience.

About the Role

We’re looking for a Senior Service Analyst to join our Technology team and play a critical role in ensuring the reliability and performance of services that power our retail operations across supermarkets, liquor, and group platforms. This is an opportunity to make a real impact by driving operational stability, rapid issue resolution, and continuous service improvement.

Reporting to the Service Operations Lead / Service Delivery Lead, you’ll oversee day-to-day service management activities, including incident and problem coordination, performance reporting, and trend analysis. You’ll work closely with engineering, product, and vendor teams to enhance service quality and reduce operational risk.

Key responsibilities

• Monitor and analyse the performance, stability, and availability of technology services across retail platforms.
• Identify service degradation and emerging risks through proactive monitoring and analysis.
• Coordinate and support incident and problem management activities for timely resolution and effective escalation.
• Lead or support major incident investigations, ensuring clear communication and stakeholder alignment.
• Contribute to post-incident reviews and track corrective actions.
• Support change and release activities by assessing service readiness and minimising disruption during deployments.
• Analyse incident and performance trends to identify recurring issues and improvement opportunities.
• Collaborate with engineering, product, and vendor teams to address root causes and reduce operational risk.
• Drive continuous service improvement initiatives that enhance reliability and resilience.
• Produce accurate service performance reports, dashboards, and insights for operational and leadership stakeholders.
• Provide data-driven recommendations to support proactive operational decision-making.
• Ensure adherence to service management processes, standards, and governance frameworks.

About you and your skills

• Experience in Service Analyst, Service Operations, or IT Service Management roles within complex technology environments.
• Strong knowledge of incident, problem, and change management processes (ITIL preferred).
• Proven ability to analyse service performance data and translate insights into actionable improvements.
• Experience supporting large-scale, business-critical technology services in retail or similar fast-paced environments.
• Familiarity with service management tools (e.g., ServiceNow) and reporting platforms.
• Excellent stakeholder communication skills with the ability to explain technical issues in business terms.
• Tertiary qualification in IT, Computer Science, or related discipline (or equivalent experience).
• ITIL certification (Foundation or higher) desirable.

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What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 174634

Employment Type: Full time