Title:  Service Reporting and Automation Lead

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. 

We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role

As the Reporting and Automation Lead, your primary responsibility will be to design, implement, and maintain reliable reporting solutions while serving as the ServiceNow subject matter expert. You will enable the Customer Success Service Centres to deliver top-tier service to our key Enterprise and Government clients, as well as internal stakeholders.

Key responsibilities include delivering ITIL-driven ServiceNow solution designs, reporting, and automation. You will also promote best practices and foster seamless engagement models with customers, internal resolver teams, the ServiceNow development team, and third-party partners.

Ko tō mahi – what you’ll do

• Design, implement, and maintain highly reliable and scalable reporting solutions for Customer Success.
• Investigate and implement opportunities for operational continuous improvement.
• Acting as a SME for the ServiceNow platform, to understand and translate requirements, and recommend solutions.
• Set up and testing of reporting and workflows in support of the agreed processes.
• Providing Service Desk staff with relevant access, training, and documentation.

Na tōu rourou - what you’ll bring

• Must have a deep understanding of IT Service Management and reporting in Service Now.
• Customer focused with experience in working alongside large Enterprise customers.
• An analytical approach to driving improvements in process and toolsets, with excellent written and verbal communication skills.
• Confidence in building and maintaining strong relationships with key internal stakeholders and customers
• Experience with ServiceNow workflows, reporting, SLM and CSDM.
• Familiarity with scripting languages such as Python, PowerShell, or Bash and Microsoft Power Platform (Power BI, Power Automate and Power Apps)
• ITIL4 Qualification
• Ideally an IT Tertiary and/or Industry Qualifications.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
• Laptop, unlimited data plan, market leading cell-phone for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.