Incident Management / Service Delivery Analyst


Williams Landing, VIC, AU

Category:  Information Technology
Work Type:  Permanent Full Time

Who are We?

We are transforming Target with future-focused tech.
The future is personalised, simple and seamless! At Target, we’re aligning with a single purpose – to deliver an exceptional technology experience to every customer, and all our people. Our customers need us now more than ever, so we're seizing this moment. And we’re becoming the strategic partners our colleagues need us to be, bringing valuable insights to every conversation.

We are always listening to our customers.
We’re deepening our connection to our customers – their needs, expectations and dreams – to drive our decisions and set our priorities. We’re courageous in our thinking, exploring new possibilities, embracing a growth mindset, and we learn quickly from our setbacks. We’re global, diverse and passionate. And we’re making Target a place where technology improves experiences, every day.

We are all in it together.
You’ll be part of transforming one of Australia’s most iconic brands. A brand that genuinely cares about connecting and collaborating with talented team mates, and leaders who'll support you so that work, works for you.


What will you do?

Are you ready to embark on an exciting journey with Kmart and Target Australia's technology service delivery team? Our team are responsible for ensuring an amazing customer experience, both in-store and online by ensuring the ongoing operability of our complex technology environment. 

As Service Delivery Analyst, you are at the forefront of out Incident Management capabilities, bringing together experts from across our stores, distribution centres, IT Groups and vendors to respond to outages and priority incidents.  You will also work with our various groups to plan for major retail events like Black Friday as well as working to enhance our platform's reliability and resilience.

You'll also be doing the following:

  • Coordinating our incident response when priority incidents are identified within Kmart or Target Australia’s environments.
  • Ensuring the right people are present and able to communicate effectively across departments to provide incident resolution and minimise technical downtimes effect on trade.
  • Lead the post-incident review process, leading review meetings and delivering reports and recommendations for the executive group.
  • Taking part in our on-call roster, being accountable for incident response after-hours.


You’ll also work proactively, to build our IT resilience by:

  • Diagnosing the root-cause of repeated low-priority incidents, that make escalate to become Priority 1 issues and providing recommendations to rectify these issues.
  • Analyse ITSM logs and reports, seeking to identify issues that may arise before they can affect commercial operations.
  • Working closely with our Vendors to understand the inter-dependence of systems.
  • Coordinate and lead frequent and ad-hoc intra-departmental readiness meetings, to ensure that our organisation is well-prepared to act in cases of system failure.

What are we looking for?

To be successful in this role you will have the following:

  • An excellent understanding of ITIL, and knowledge of Incident Management processes.

  • Experience coordinating Disaster Recovery execution.

  • Past experience Service Operations in complex enterprise technology environments.

  • Advanced communications abilities and engagement abilities, able to engage with diverse groups of technical and non-technical stakeholders.

  • Prior experience is retail or logistics is highly regarded though not essential.

  • Experience and advanced usage of Service Now is also highly regarded.

What will you get?

Target has some great benefits, including:

  • Great career opportunities across the Wesfarmers Group.
  • Team Member discounts across Target, Kmart, Bunnings, Officeworks and Catch Membership.
  • A free One Pass membership offering free delivery across Kmart, Target & Catch on eligible product.
  • Access to Employee Assistance Program.
  • Convenient location next to freeway and train station, with free onsite parking and a café!
  • Novated leasing options.
  • Paid parental leave scheme.
  • Flexible hybrid work arrangements through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our Target Store Support Office (including Work-From-Home days with a real work-life) balance.
  • Reflection room, space for prayer, meditation, or time for yourself.
  • A Supported Learning and Career Development program.
  • Opportunity in Wesfarmers Share Plan access (where eligible) and to participate in a bonus program (where eligible).

We believe that all team members should feel valued, respected and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.


As part of our recruitment process, we will be conducting Pre-Employment Checks with our successful candidates – this will include a police check.  Talent Acquisition will provide further updates to candidates as they progress through our recruitment process.


Candidates interested in this position should apply directly to this advertisement as we are not accepting applications from recruitment agencies.


“We are a Circle Back Initiative Employer – we commit to respond to every applicant”.
If you would like to explore a career with Target and this sounds like the perfect role for you – apply now!

We don’t just look for people based on their skills and experience, our people work together and champion the Target values and behaviours.  We are a business where our values and people matter, and we need like-minded people to join us!

Target values diversity and we pride ourselves on representing the diverse and multicultural communities of which we are a part.

Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested to by the Talent Acquisition Team.