Analyst – Managed Services | Intelligent… at Innovior · North…

Innovior is a leading boutique Digital Transformation consultancy.

We are seeking a proactive and motivated Analyst to join our Managed Services team in Sydney. This is an excellent opportunity for someone who enjoys working with clients, solving problems, and supporting automation-driven services in a fast-paced environment.

This role is well suited to someone with minimum 1 year to 2 years of RPA development experience who is looking to build a career in Intelligent Automation. Experience with UiPath, Microsoft Power Platform, Azure, or similar technologies will be highly regarded.

You will play an important role in supporting our clients by managing service tickets, ensuring SLA commitments are met, and maintaining strong stakeholder relationships. You will also work closely with senior consultants and technical teams, gaining exposure to real-world automation support, service operations, and continuous improvement initiatives.

Key Responsibilities

Service Ticket Management

• Monitor, assess, and respond to client tickets in ServiceNow in a timely and professional manner.
• Ensure tickets are managed effectively and resolved within agreed SLAs.
• Communicate clear, accurate, and customer-focused updates through email and ticketing systems.

Client Engagement

• Build strong and trusted relationships with client stakeholders through professional communication and regular updates.
• Participate in client meetings to discuss ticket progress, issues, and service improvements.
• Represent the team confidently in client-facing interactions.

Reporting & Metrics

• Prepare reports on ticket volumes, turnaround times, SLA performance, and service trends.
• Support analysis of recurring issues and help identify opportunities for improvement.
• Contribute to service quality through accurate tracking and reporting.

Collaboration & Development

• Work closely with senior consultants and technical teams to resolve more complex issues.
• Stay open to learning and expanding your skills in UiPath, Microsoft Power Platform, Azure services, and data analytics.
• Contribute to a collaborative team environment focused on innovation and continuous improvement.

What You Bring

• Strong written and verbal communication skills, with excellent email etiquette.
• Ability to manage multiple priorities in a dynamic, client-focused environment.
• Basic understanding of IT service management tools, ideally ServiceNow.
• Hands-on exposure to RPA / automation platforms such as UiPath and/or Microsoft Power Platform.
• Exposure to Azure services or cloud environments will be an advantage.
• Confidence in client-facing situations and the ability to communicate updates clearly.
• 6 months to 1 year of RPA development experience.

Nice to Have

• Knowledge of ITIL principles or service management best practices.
• Interest in process improvement, automation support, or operational analytics.

Why Join Us?

• Be part of a collaborative team working at the intersection of Managed Services and Intelligent Automation.
• Gain hands-on exposure to client operations, automation support, and cloud technologies.
• Develop your skills in a supportive environment with opportunities to learn and grow.
• Build a meaningful career in the rapidly evolving automation space.