Business Analyst (Service Delivery)

Milestone IT are currently partnering with a major Enterprise Retailer undergoing significant operational modernisation. They require an experienced Service Delivery Business Analyst to step into a high-visibility, 6-month contract role. You will play a vital role in optimising IT Service Management (ITSM) frameworks, streamlining end-user support processes across store networks, and improving overall service delivery capabilities.

If you thrive in fast-moving, high-volume retail environments and excel at bridging the gap between IT service teams and commercial business operations, we want to hear from you.

Key Responsibilities

• Service Delivery Optimisation: Map, evaluate, and optimise end-to-end IT service delivery workflows across corporate offices, supply chain logistics, and retail store environments.
• Process & SLA Engineering: Analyse current IT service desk operations, incident management, and escalation paths to establish clearer SLAs, OLAs, and automated workflow enhancements.
• Requirements & Gap Analysis: Conduct deep-dive workshops with retail operations and IT stakeholders to capture functional requirements, define user stories, and document target-state service models.
• ITS/ITIL Management: Partner with vendor management, infrastructure, and application support teams to ensure ITIL best practices are integrated into daily service operations.
• Change & Continuous Improvement: Identify operational bottlenecks, leverage data analytics to spot recurring incident trends, and drive continuous improvement initiatives to minimise store downtime.

What We’re Looking For

• Proven Contract BA Experience: Demonstrated track record as a Business Analyst specialising in IT Service Delivery, ITSM, or Service Desk transformations.
• Retail Domain Exposure: Strong preference for candidates who understand the unique service delivery demands of a retail ecosystem (store operations, POS systems, inventory management, or omni-channel logistics).
• ITIL Framework Mastery: Solid understanding of ITIL principles (Incident, Problem, Change, and Request Fulfillment workflows).
• Vendor & Stakeholder Management: Superior communication skills with the confidence to manage conflicting priorities between third-party service providers and internal business leaders.
• Immediate Availability: Ability to commence a new contract engagement within 1–2 weeks.

Apply Now

Ready for your next high-impact contract assignment? Click APPLY NOW to attach your updated CV. For a confidential discussion about this role or other contract BA opportunities in Melbourne, reach out to the team at Milestone IT on (03) •••• •682.