Service Delivery Analyst

About Us  

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.    

You can find out more about our Ministers, leadership and entities here: Department of Government Services.   

About the Group 

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery.  

About the Role  

The Service Delivery Analyst is responsible for providing end-to-end support for the Residential Tenancies Bond Authority Salesforce solution, ensuring a smooth transition from project delivery to stable operations. Work with technical teams, vendors and business stakeholders to manage incidents, changes and data integrity issues while driving strong customer outcomes and continuous service improvement. 

This challenging and exciting role will demand your exceptional communication and stakeholder management skills whilst effectively managing complex system issues for the organisation. Your genuine passion for providing the best customer support and improving processes and ways of working continuously will be favourably regarded.  

Key Accountabilities 

• Execute IT Service Management (ITSM) processes in collaboration with the Service Management Team. 

• Perform data validation, reconciliation and root cause analysis to identify and resolve system and data issues. 

• Collaborate with engineering and business teams to design, test and deploy data integrity solutions. 

• Use scripting and query tools to extract, transform, clean and validate data, while implementing controls to reduce system and data risks. 

• Build strong stakeholder relationships and provide knowledge transfer and training to operational support teams. 

About You   

To be successful in this role, you will need to possess the following attributes: 

• Demonstrated experience in managed services environment.  

• Strong experience working with ITIL as an ITSM professional.    

• Experience in service onboarding and service transitioning to operational teams.   

• Experience in data analysis and remediation.  

• Ability to build and maintain strong relationships with business and technical stakeholders.   

This position is Fixed Term for 12 months and is only open to applicants with relevant rights to work in Australia.    

For more information, please see the Position Description 

How to apply   

Apply before the advertised closing date 11:59pm on 26 August 2026. All applications should include:    

·       a resume; and    

·       a cover letter which addresses the key selection criteria (within three pages).  

Other relevant information  

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.