Technology Service Transition & Change Analyst

About the Organisation

The Automobile Association (AA) of New Zealand has been a trusted brand for more than 120 years, beginning as a motoring enthusiast club and evolving into a large organisation serving over a million members. The AA is undergoing transformation to build a more connected, modern, and purpose-driven company, investing in its people, platforms, and processes to meet evolving customer needs.

Role Overview

As a Technology Service Transition & Change Analyst at AA, you will be crucial in ensuring that new and changed technology services are smoothly transitioned into production and effectively supported post-launch. Situated within the Technology Operations team, you will collaborate with project teams, service operations, IT specialists, vendors, and business leaders to enhance service stability, readiness, and governance.

Key Responsibilities

• Oversee the seamless transition of technologies into production, confirming all operational readiness criteria are fulfilled.
• Collaborate with project and platform teams to guarantee effective service handovers and support frameworks.
• Facilitate change and release management by coordinating schedules, assessing risks, and reducing business disruptions.
• Participate in major incident coordination through timely communications, escalation, and resolution processes.
• Monitor incidents, problems, post-implementation evaluations, and continuous improvement actions to boost service reliability and performance.
• Maintain comprehensive service documentation, knowledge bases, support procedures, and configuration data for efficient service support.
• Engage in a shared incident management rotation, offering support for significant incidents beyond normal hours as required.

Candidate Profile

The ideal candidate enjoys connecting with others and coordinating measures to ensure smooth operational flows. Currently working in roles such as Service Desk, IT support, incident management, or service operations, candidates eager to expand their expertise in technology governance and service transition will find this role rewarding.

Requirements and Qualifications

• 2 to 4 years of experience in Service Desk, IT support, service operations, or similar roles.
• Familiarity with incident and problem management processes, with beneficial exposure to change management or service transition.
• Strong communication and stakeholder management abilities capable of influencing outcomes and conveying technical information clearly.
• Confidence to assertively maintain agreed procedures and collaborate with technical experts.
• Excellent organizational proficiency for juggling multiple priorities, risks, and dependencies.
• A collaborative, proactive mindset with a strong desire to grow within technology operations and governance.

Additional Information

AA values diversity and inclusiveness, encouraging candidates to bring their authentic selves to the workplace. The recruitment process is person-focused without reliance on AI screening, reviewing every application individually. Applicants not meeting all criteria are still encouraged to apply.

Employee Benefits

• Complimentary AA membership for employees and their families.
• Birthday leave and two annual wellbeing leave days.
• Flexible hybrid work arrangements.
• Opportunities for training and career growth.
• Discounted insurance products.