Service Improvement Analyst

Applications close 23/08/2026 Reference REQ2066 Employment type Fixed Term Location 28 Mount Pleasant Road, Whangārei 0110 NZL 6-Month Fixed Term Role We're looking for a Service Improvement Analyst tojoin our Energy Services Platforms team on a fixed-term basis. This is ahands-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 behindrecurring incidents. Working closely with users, Digital teams, system experts,and vendors, you'll turn insights into practical improvements that enhanceservice delivery and user experience. Your responsibilities will include: ProvidingLevel 2 application support and resolving incidents and requests Investigatingrecurring issues and conducting root cause analysis Identifyingtrends and recommending practical service improvements Designingand supporting digital forms, workflows, and low-code solutions Identifyingopportunities to leverage automation, AI, and self-service capabilities Developinguser documentation, knowledge articles, and training materials Supportingtesting, system enhancements, and change activities Buildingstrong relationships with stakeholders across the business Contributinginsights that help shape future support and capability requirements This is a fantastic opportunity to make a meaningful impact,improve the way people work, and help drive smarter, more efficient digitalservices across Northpower. About You You're a curious and analytical problem solver who enjoysunderstanding how things work and finding ways to make them better. You thriveon turning complex issues into practical solutions and are comfortablebalancing support, analysis, and improvement activities. You'll bring: 2–4years' experience in Application Support, Service Desk, Systems Support,or a similar role Experienceproviding Level 2 application support and resolving complex issues Strongproblem-solving and root cause analysis skills Experiencewith service management, incident analysis, and problem management Theability to interpret data, identify trends, and provide actionablerecommendations Experiencewith automation, AI, workflow simplification, or continuous improvementinitiatives Exposureto low-code platforms such as Power Apps, Microsoft Forms, Jotform, orsimilar tools Strongdocumentation, communication, and stakeholder engagement skills Acustomer-focused approach and a commitment to delivering excellent service Most importantly, you're adaptable, collaborative, andpassionate about improving systems, processes, and user experiences. You're notafraid to challenge the status quo, explore new ideas, and help drive positivechange. What’s in it for you? Make real impact across Aotearoa in a stable and future‑focusedsector. At Northpower, you’ll do work that matters and powers our communitieswhile growing your career in an organisation that genuinely cares for itspeople. 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 andnational reach. We own and operate the electricity and fibre networks acrossWhangārei and Kaipara, delivering essential infrastructure to more than 60,000connected customers, while also operating one of New Zealand’s largest multi‑utilitycontracting businesses. From keeping the lights on today to building theinfrastructure that will power tomorrow, our work spans electricity, fibre,renewables, transmission, and energy services. With more than 1,400 peopleacross 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 yourcommunityThe work you do at Northpower matters – it is seen, felt, and relied on everyday. Weembrace diversity and welcome applications from people of all backgrounds. Weare committed to an inclusive, respectful workplace where everyone feels theybelong. As part of our commitment to safety and wellbeing, pre‑employmentchecks will include a criminal history check, drug and alcohol testing, and amedical assessment. Only applicants with the right to work in New Zealandwill be considered for this opportunity. #J-18808-Ljbffr