Job Description
Milestone IT are currently partnering with a major Enterprise Retailer undergoing significant operational modernisation. They require an experienced Service Delivery Business Analyst to step into a high-visibility, 6-month contract role. You will play a vital role in optimising IT Service Management (ITSM) frameworks, streamlining end‐user support processes across store networks, and improving overall service delivery capabilities.
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If you thrive in quick‐moving, high‐volume retail environments and excel at bridging the gap between IT service teams and commercial business operations, we want to hear from you.
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Key Responsibilities
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Service Delivery Optimisation: Map, evaluate, and optimise end‐to‐end IT service delivery workflows across corporate offices, supply chain logistics, and retail store environments.
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Process & SLA Engineering: Analyse current IT service desk operations, incident management, and escalation paths to establish clearer SLAs, OLAs, and automated workflow enhancements.
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Requirements & Gap Analysis: Conduct deep‐dive workshops with retail operations and IT stakeholders to capture functional requirements, define user stories, and document target‐state service models.
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ITS/ITIL Management: Partner with vendor management, infrastructure,



and application support teams to ensure ITIL best practices are integrated into daily service operations.
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Change & Continuous Improvement: Identify operational bottlenecks, leverage data analytics to spot recurring incident trends, and drive continuous improvement initiatives to minimise store downtime.
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What We're Looking For
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Proven Contract BA Experience: Demonstrated track record as a Business Analyst specialising in IT Service Delivery, ITSM, or Service Desk transformations.
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Retail Domain Exposure: Strong preference for candidates who understand the unique service delivery demands of a retail ecosystem (store operations, POS systems, inventory management, or omni-channel logistics).
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ITIL Framework Mastery: Solid understanding of ITIL principles (Incident, Problem, Change, and Request Fulfillment workflows).
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Vendor & Stakeholder Management: Superior communication skills with the confidence to manage conflicting priorities between third-party service providers and internal business leaders.
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Immediate Availability: Ability to commence a new contract engagement within 1–2 weeks.
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Additional information
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Melbourne
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6-month initial contract
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Immediate start
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#J-*****-Ljbffr

📌 Business Analyst (Service Delivery) (Victoria)
🏢 Milestone It
📍 Victoria