Service Improvement Advisor

Role overview

This position sits within Technology Services at Auckland Council and focuses on improving how services and processes operate from end to end. The role suits someone who likes analysing current ways of working, spotting opportunities for better outcomes, and partnering with others to implement practical, lasting improvements for customers and internal teams.

You will contribute to process improvement, service design, and continuous improvement work across Technology Services. A key part of the job is helping stakeholders understand pain points, mapping both current and future processes, and supporting changes that make services simpler, more consistent, and more effective. The role also involves supporting ServiceNow-related work and ITIL-aligned practices, although the main emphasis is on improving service delivery and user experience.

Key responsibilities

• Drive and assist with process improvement initiatives across Technology Services.
• Run workshops and work closely with stakeholders to understand how existing processes function, where issues occur, and where opportunities exist.
• Analyse, map, and redesign processes to improve efficiency, consistency, and customer experience.
• Use data, feedback, and emerging trends to identify and implement continuous improvement opportunities.
• Support service design work so services are clear, easy to use, and centred on customer needs.
• Contribute to improving ServiceNow catalogue items as part of wider service design activity.
• Help ensure major technology changes take process impacts and customer impacts into account.
• Create clear documentation such as process maps, knowledge content, and improvement recommendations.
• Work with service owners and delivery teams to embed changes and keep improvements in place.
• Support ITIL practices including Change, Problem, Knowledge, and Major Incident activities through documentation, insights, and improvement work.
• Assist with coordinating complex or high-impact issues that require alignment across multiple teams.

Typical work scenarios

• Facilitating a workshop to map a current process and uncover improvement opportunities.
• Working with stakeholders to redesign a service workflow or customer journey.
• Reviewing incident and request trends to identify recurring causes and areas for improvement.
• Preparing a future-state process document and helping shape implementation plans.
• Collaborating with subject matter experts to refine service definitions or request models.
• Supporting rollout planning for changes and addressing related process impacts.
• Contributing insights to Problem or Major Incident reviews.

About you

You are a practical problem-solver who enjoys improving systems, processes, and service experiences while bringing others along with the change.

Requirements

• Background in process improvement, business analysis, or service delivery within an ICT environment or a similar setting.
• Strong facilitation ability, with confidence leading discussions, gathering insights, and building shared understanding.
• Capability to map and document processes clearly, including current-state and future-state views.
• A customer-first approach and genuine interest in improving service experiences.
• Strong written and verbal communication skills, including the ability to explain complex ideas simply.
• Good stakeholder engagement and influencing skills.
• Organised and proactive working style with the ability to juggle several priorities at once.
• Helpful to have familiarity with ITIL practices or service management environments.
• Helpful to have experience using ServiceNow or a similar platform.
• Helpful to have exposure to service design, journey mapping, or continuous improvement methods.

What you can expect

You will be part of a collaborative and supportive team focused on improving services and delivering stronger outcomes for customers. The role offers development in process improvement, service design, and service management, along with training opportunities such as ITIL exposure and platform experience. Auckland Council also offers a flexible hybrid working environment and the opportunity to make a meaningful difference within a large, complex organisation.

Other information

Location: Auckland, New Zealand. Working style: hybrid. Organisation: Auckland Council. Application closing date: 26 June 2026. The role is a full-time position.