IT Business Analyst - Payments

OTR. Making Life Easy.

We are seeking an experienced IT Business Analyst to bridge the gap between IT and the business by leveraging data analytics to assess processes, define requirements, and deliver actionable, data-driven insights to executives and stakeholders. This role plays a critical part in guiding the business toward improved processes, products, services, and software solutions—while supporting cost mitigation, benefit realization, opportunity identification, and a deeper understanding of the organization’s strengths and weaknesses.

Reporting to the Senior Payments Manager, the IT Business Analyst will collaborate with both internal and external stakeholders to define and document payment solutions, ensure regulatory and operational compliance, and contribute to shaping the overall payments roadmap. The analyst will serve as a subject matter expert in card payments, including EMV, eCommerce, fuel cards, and loyalty programs.

Additionally, this role supports reporting, scheduling, escalation, tracking, and communication efforts for the team. A strong commitment to delivering professional services and high-quality support to both the team and the wider business is essential for success.

Who We Are

OTR is a revolutionary convenience brand that has grown from a South Australian icon to a national leader in convenience and fuel. Since its inception in 1984, OTR has consistently been amongst the fastest-growing convenience brands in the country, boasting a network of over 200 unique outlets.

Today, OTR is part of the Viva Energy group – an ASX-listed powerhouse with a driving ambition to become Australia’s largest convenience retailer. Our combined network of more than 1,000 convenience locations around the country brings together Viva Energy Australia’s incredible national footprint and OTR’s history of industry-leading innovation. There has never been a more exciting time to join our team as we set out to redefine the retail landscape in Australia.

What we offer

• A collaborative work environment that supports creativity and innovation.

• Join a dynamic team at a renowned South Australian company, known for their innovation and outside-the-box thinking.
• Be a part of the journey, with countless opportunities as we rapidly expand into a nationwide retail powerhouse.
• Work in our newly renovated offices on The Parade, close to boutique shops and excellent cafes and restaurants.
• Work flexibly, with work from home and flexible working potential.
• Stay refreshed and alert with access to espresso coffee machines all day long (don’t worry, we’ll teach you how to use them too!).
• Access to exclusive staff benefits via our OTR App.
• Access to our free and confidential Employee Assistance Program (EAP).

Your contributions

• Support the delivery of clear and effective communications to internal and external stakeholders for both projects and BAU activities, highlighting team contributions and supporting successful outcomes.
• Serve as the key liaison between IT, business units, and external stakeholders, understanding their needs and providing appropriate technical guidance and support.
• Assist in resolving incidents and managing escalations, ensuring timely responses and effective communication with clients and internal teams.
• Oversee payment-related changes to ensure smooth implementation of new processes and systems, ensuring all changes, including scheduled maintenance, follow the established change management lifecycle.
• Manage and resolve recurring payment issues by conducting deep-dive analysis and driving long-term solutions.
• Act swiftly during major incidents, ensuring effective crisis management and communication, including participation in a rotating on-call roster.
• Use KPIs and metrics to evaluate service performance, identify areas for improvement, and implement enhancements.
• Handle and resolve customer inquiries, escalations, and high-priority issues promptly and professionally.
• Act as a bridge between the business and IT, translating business challenges into practical, technical solutions.

What we are looking for

• 2-3 years of experience in a similar role
• Strong skills in developing and updating process documentation
• Experience working in complex enterprise IT service delivery environments
• Proven ability to manage and collaborate with third-party service providers
• Pragmatic, flexible, and skilled in negotiating with diverse teams
• Experience with Dynamics MPOS functional areas, ideally across ERP, Modern POS, Retail, and Finance
• Strong communication skills, with the ability to effectively advocate for customer needs
• Knowledge of ITSM tool including automation/orchestration

If you're excited about creating smart solutions and making a difference, we’d love to hear from you!