Service Improvement Analyst

6-Month Fixed Term Role We're looking for a Service Improvement Analyst to join our Energy Services Platforms team on a fixed-term basis. This is a hands‑on role that combines Level 2 application support, problem analysis, service improvement, and digital innovation. You'll play a key role in reducing support backlogs, resolving complex application issues, and identifying the root causes behind recurring incidents. Working closely with users, Digital teams, system experts, and vendors, you'll turn insights into practical improvements that enhance service delivery and user experience. Your responsibilities will include: Providing Level 2 application support and resolving incidents and requests Investigating recurring issues and conducting root cause analysis Identifying trends and recommending practical service improvements Designing and supporting digital forms, workflows, and low-code solutions Identifying opportunities to leverage automation, AI, and self‑service capabilities Developing user documentation, knowledge articles, and training materials Supporting testing, system enhancements, and change activities Building strong relationships with stakeholders across the business Contributing insights that help shape future support and capability requirements About You You're a curious and analytical problem solver who enjoys understanding how things work and finding ways to make them better. You thrive on turning complex issues into practical solutions and are comfortable balancing support, analysis, and improvement activities. You'll bring: 2–4 years' experience in Application Support, Service Desk, Systems Support, or a similar role Experience providing Level 2 application support and resolving complex issues Strong problem-solving and root cause analysis skills Experience with service management, incident analysis, and problem management The ability to interpret data, identify trends, and provide actionable recommendations Experience with automation, AI, workflow simplification, or continuous improvement initiatives Exposure to low-code platforms such as Power Apps, Microsoft Forms, Jotform, or similar tools Strong documentation, communication, and stakeholder engagement skills A customer-focused approach and a commitment to delivering excellent service Most importantly, you're adaptable, collaborative, and passionate about improving systems, processes, and user experiences. You're not afraid to challenge the status quo, explore new ideas, and help drive positive change. What’s in it for you? Make real impact across Aotearoa in a stable and future‑focused sector. At Northpower, you’ll do work that matters and powers our communities while growing your career in an organisation that genuinely cares for its people. You’ll benefit from: A people‑first culture built on safety, inclusion, and deep care, where contributions are recognised and wellbeing is supported through EAP and our award‑winning peer support network Fair and market competitive pay with the flexibility to tailor through additional leave and increased employer KiwiSaver contributions Life insurance and preventative health initiatives Discounted group medical cover and health and fitness programmes Discounted fuel rates plus a range of retail discounts Ongoing learning and development, with clear career pathways to help you grow, specialise, or progress A welcoming, family‑friendly workplace where people are encouraged to be themselves and feel valued About Northpower – Powering Communities Across Aotearoa Northpower is an organisation with deep regional roots and national reach. We own and operate the electricity and fibre networks across Whangārei and Kaipara, delivering essential infrastructure to more than 60,000 connected customers, while also operating one of New Zealand’s largest multi‑utility contracting businesses. From keeping the lights on today to building the infrastructure that will power tomorrow, our work spans electricity, fibre, renewables, transmission, and energy services. With more than 1,400 people across 16 locations, we act as one to support our communities, customers, clients, and critical national infrastructure across Aotearoa. What connects all of this work is real impact you can see in your communityThe work you do at Northpower matters – it is seen, felt, and relied on every day. We embrace diversity and welcome applications from people of all backgrounds. We are committed to an inclusive, respectful workplace where everyone feels they belong. As part of our commitment to safety and wellbeing, pre‑employment checks will include a criminal history check, drug and alcohol testing, and a medical assessment. Only applicants with the right to work in New Zealand will be considered for this opportunity. #J-18808-Ljbffr