Analyst - Intelligent Automation

About the Role

We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. Experience in UiPath, Microsoft Power Platform, or Azure will be highly regarded. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships. This role is based onsite in Sydney with a hybrid working model.
 

Key Responsibilities

Service Ticket Management:

• Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs.

• Provide clear, professional updates and resolutions to clients via email and ticketing systems.

Client Engagement:

• Build rapport with client stakeholders through effective communication and regular updates.

• Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements.

Reporting & Metrics:

• Prepare and deliver reports on ticket volumes, resolution times, and SLA compliance.

Collaboration & Upskilling:

• Work closely with senior consultants and technical teams to resolve complex issues.

• Stay open to learning and upskilling in Microsoft Power Platform, UiPath, Azure services, and data analytics.

What You Bring

• Strong written and verbal communication skills with excellent email etiquette.

• Ability to manage multiple tickets and priorities in a fast-paced environment.

• Basic understanding of IT service management tools (e.g., ServiceNow).

• Hands-on experience or working knowledge of automation platforms such as UiPath and/or Microsoft Power Platform, and exposure to Azure services.

• Comfortable in client-facing situations and able to present updates confidently.

• Must have 6 months - 1 year of RPA development experience.

Nice to Have

• Knowledge of ITIL principles or service management best practices