Operations Support Analyst

About Woolworths Group

Woolworths Group is a leading organization encompassing over 200,000 employees across Australia and New Zealand, united by the purpose of creating improved experiences for a better future. We serve more than 24 million customers weekly by continually innovating and addressing their food and everyday needs.

Role Overview

As an Operations Support Analyst, you will be tasked with first-line incident triage and containment, monitoring system health using enterprise observability tools, and supporting operational investigations via SQL. You will maintain and enhance runbook documentation, advocate for long-term process improvements, and ensure adherence to ITIL governance within an Agile work environment. Participation in scheduled on-call rotations to support critical trading windows will also be part of your responsibilities.

Key Responsibilities

• Conduct initial incident detection and containment by triaging platform issues and preparing diagnostic data for escalation.
• Monitor system performance and latency using dashboards such as Dynatrace, Datadog, and Splunk, resolving issues following approved operational procedures.
• Perform data investigations through basic SQL queries to analyze transactional states and compile reports while adhering to security guidelines.
• Develop and maintain comprehensive troubleshooting guides and knowledge base articles to expedite issue resolution.
• Identify recurring operational challenges and collaborate with product teams to implement automation and sustainability improvements.
• Manage daily activities aligned with Agile/Kanban methodologies and comply with ITIL standards to reduce incident backlogs.
• Contribute to out-of-hours on-call rotations to execute system health checks during peak trading periods and monitor critical system alerts.

Candidate Requirements

• Between 1 to 3 years experience in digital application support, IT helpdesk, or technical customer support roles.
• Proficiency in writing basic SQL queries using SELECT, JOIN, and WHERE clauses to diagnose and troubleshoot databases.
• Understanding of web applications including REST APIs, JSON payloads, HTTP status codes, and browser developer tools for initial problem analysis.
• Exposure to enterprise monitoring tools such as Dynatrace, Datadog, Splunk, or Grafana and ticketing systems like Jira Service Management or ServiceNow.
• Knowledge of ITIL service management concepts and hands-on experience working in Agile frameworks, specifically Kanban or Scrum.
• Strong analytical and problem-solving skills with the ability to remain composed and follow predefined runbooks during high-pressure incidents.
• Excellent communicator capable of translating technical details clearly to non-technical stakeholders and collaborating effectively across multidisciplinary teams.

Employee Experience and Benefits

• Flexible hybrid working arrangements balancing remote work and in-office engagement.
• A meaningful and impactful role supporting teams that benefit communities.
• Opportunities within a global organization, fostering career growth across diverse functions and networks.
• Access to wellbeing resources including 24/7 access to the Sonder app.
• Progressive and competitive leave policies that allow focus on personal priorities.
• Employee discount programs across Woolworths Group brands and a rewards system that recognizes purpose-driven contributions.

Diversity and Inclusion

Woolworths Group values diversity, equity, and inclusion and strives to offer an environment where all employees feel they belong and can thrive. We encourage candidates from all backgrounds to apply and support accommodations throughout the hiring process upon request.