Business Analyst

In this role, you will support the uplift of service desk operations through analysis, reporting, stakeholder engagement, and process development. In this role, you will collaborate closely with the service desk, technology operations teams, and business stakeholders.

Key Responsibilities :

Data Analysis & Reporting : Collect, validate, and analyse service desk metrics, including SLA compliance, ticket volumes, and performance trends. Prepare regular dashboards and reporting with variance commentary.

Process Improvement : Review and enhance workflows, request models, and incident handling procedures to reduce waste, streamline operations, and improve customer satisfaction.

Stakeholder Engagement : Work with service desk and broader technology teams to gather requirements, clarify operational issues, and ensure alignment with business objectives.

System & Tool Support : Assess the performance and configuration of service management tools, including ServiceNow. Ensure data integrity and recommend system or process changes.

Budget & Resource Input : Provide analytical insights to support budgeting, forecasting, and resource planning within service desk operations.

Knowledge Management : Develop and maintain support documentation, runbooks, process guides, and training materials to uplift capability within the team.

Continuous Improvement : Identify recurring issues and trends across incidents and requests. Recommend preventative measures and support initiatives that improve service quality, efficiency, and end-user experience.

We are seeking an experienced Business Analyst with a strong background in service operations and process improvement. You will bring analytical capability, structured problem-solving skills, and the ability to communicate effectively with stakeholders at all levels.

To be successful, you will have :

Experience as a Business Analyst or in a similar analytical role.

Demonstrated capability in process mapping, requirements gathering, and business process improvement.

Experience working in an IT operations or service desk environment.

Proven ability to deliver analysis and recommendations that lead to measurable operational improvements.

Exposure to ITIL-based service management practices.

A commitment to diversity, inclusiveness, and collaborative teamwork is essential.

About Brunel :

Brunel is a recruitment and flexible workforce solutions provider, connecting talented people with opportunities throughout Australasia and around the world. We specialise in highly skilled roles across a variety of technical, professional, trades and craft disciplines, pairing candidates with industry-leading projects and organisations on a contract, permanent, or secondment basis.

Operating in Australasia since 1997, Brunel has major bases of operation in Perth, Sydney, Brisbane and Port Moresby, backed by the strength and reach of a global network spanning over 45 countries, 120 offices, and more than 45 years of successful operation.

Brunel is proud to be an equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islander peoples and female candidates.

Do you have questions? If you have any questions or would like to discuss the details of this role, please contact m.nelson@brunel.net