Analyst - Intelligent Automation at Probe CX

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

22 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Engagement, Problem Solving, Service Ticket Management, Communication Skills, IT Service Management, Automation, Cloud Technologies, Data Analysis, Microsoft Power Platform, UiPath, Azure Services, Reporting, Collaboration, Stakeholder Relationships, SLA Compliance, Metrics

Industry

Outsourcing and Offshoring Consulting

Description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. About the Role We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships. Key Responsibilities Service Ticket Management: Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs. Provide clear, professional updates and resolutions to clients via email and ticketing systems. Client Engagement: Build rapport with client stakeholders through effective communication and regular updates. Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements. Reporting & Metrics: Prepare and deliver reports on ticket volumes, resolution times, and SLA compliance. Collaboration & Upskilling: Work closely with senior consultants and technical teams to resolve complex issues. Stay open to learning and upskilling in Microsoft Power Platform, UiPath, Azure services, and data analytics. What You Bring Strong written and verbal communication skills with excellent email etiquette. Ability to manage multiple tickets and priorities in a fast-paced environment. Basic understanding of IT service management tools (e.g., ServiceNow). Interest in automation (UiPath and Power Platform), cloud platforms (Azure), and data analysis. Comfortable in client-facing situations and able to present updates confidently. Nice to Have Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI). Familiarity with UiPath RPA and Azure services. Knowledge of ITIL principles or service management best practices About Innovior Innovior is a digital transformation organisation that forms part of Probe Group’s portfolio of brands, specialising in enterprise-scale intelligent automation, AI implementation and advanced analytics. About Probe Group Probe Group is a global business of 19,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply? Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate. Probe Group firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.

Responsibilities

The Analyst will manage service tickets, ensuring timely resolution within SLAs and building strong relationships with stakeholders. They will also prepare reports on ticket volumes and collaborate with senior consultants to resolve complex issues.