About Us

SFI Allegro supplies innovative work management and compliance control software solutions to help manage operations for some of the world’s largest brands across the Food & Beverage, Manufacturing, Power & Water Services/Utilities, and Pharmaceutical Industries.

About the Role

We are seeking a curious and proactive Software Delivery Analyst to join our Service Delivery team and support the ongoing success of Xugo, our cloud-based web and mobile work management platform (www.xugo.com.au), architected and developed using the latest web, mobile app, and cloud technologies.

This cross-functional role is ideal for someone who enjoys problem-solving, learning current software, collaborating with customers, and supporting internal teams. Responsibilities include providing day-to-day application support via our service desk, as well as contributing to product discovery, requirements gathering, testing, documentation, and application configuration.

Depending on your skills and interests, you may investigate client issues, document product and system requirements, prepare release and support materials, test new features, and assist the Product and Development teams with analysis and delivery activities.

This role would suit someone early in their software, support or business/product analysis career who is looking to build broad experience across service delivery, software product development and internal systems support.

Be part of a culture that prides itself on continuous improvement and innovation at every stage of our service delivery, ensuring the user experience of our Xugo product is positive and enjoyable.

Key Responsibilities

- Develop a strong understanding of the Xugo product,



customer workflows and common business use cases (all training is provided).
- Provide email and portal-based support to Xugo clients, including issue investigation, configuration queries, enhancement requests, releases and functionality clarification using Zoho.
- Triage, document and escalate defects, issues and feature requests using Jira and internal support tools.
- Collaborate with developers, business analysts, product owners, software product support analysts and stakeholders to define and validate issue resolution.
- Work closely with Product, Development, Testing, Operations and Service Delivery teams to support timely and successful delivery of improvements.
- Support customer satisfaction by maintaining strong and sustainable business relationships with our clients.
- Assist with testing new features, enhancements and fixes before release.
- Support reporting and operational tasks, including SLA reporting and service desk metrics (Azure).
- Provide technical mentoring and guidance regarding Xugo to clients.
- Configuration of Xugo requires some SQL technical skills (desirable)

Skill Set To be successful in this role, you will be naturally curious, organised and comfortable working across different areas of a software business. You will enjoy learning how software works, asking good questions,



documenting information clearly and helping teams solve problems. You do not need to be a senior business analyst or product specialist, but you should be willing to build capabilities across support, analysis, documentation, testing, and delivery to advance into a more focused role.

- Strong written communication and documentation skills.
- Ability to ask questions, clarify requirements and summarise information clearly.
- Interest in business analysis, software delivery or product discovery.
- Familiarity with cloud-based systems, particularly solutions built using the Microsoft stack and Azure hosting.
- Strong analytical and problem-solving skills to identify software issues and suggest improvements.
- A strong work ethic and professional attitude.
- Dedication to supporting your team and clients.

Why work for SFI Allegro

- Join an open, genuine, enthusiastic and high-performing team.
- Celebrate successes with team events!
- Enjoy year-round social activities.
- Be part of a high-tech company with a great culture where people enjoy the work they do and take pride in the software they create.

Qualifications

- Relevant tertiary or technical qualification in IT.
- Proven experience (4+ years) in Service desk/support and software product delivery/software industry.
- A bonus if you have the following;
- Experience with relational databases (MS SQL Server) and SQL.
- Software Testing skills
- Strong in managing incidents and root cause analysis.

Join our supportive culture within a mid-sized business, focusing on capitalising on SFI’s strong brands and exploring opportunities to nurture your career aligned with your strengths and aspirations.

📌 Software Delivery Analyst (Clayton)
🏢 SFI Allegro
📍 Clayton