Issue Resolution Analyst

UniSuper; City of Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Job summary

UniSuper is seeking a proactive Issue Management & Reporting specialist to resolve member incidents by analysing data, identifying root causes, and driving remediation with technology teams. You’ll document findings, implement controls, and communicate outcomes to stakeholders.

The role sits at the intersection of operations, data and technology, requiring strong SQL skills, stakeholder collaboration and experience with complex financial services platforms.

Qualifications

• Proven experience investigating incidents and remediation activities.
• Strong SQL and data analysis capability.
• Ability to translate technical findings into clear business outcomes.
• Ability to work with technology teams to drive remediation.
• Familiarity with Jira/Confluence and other business systems.
• Strong SQL and data analysis.

Responsibilities

• Investigate and resolve member incidents and issues across operations and technology.
• Perform deep-dive analysis and document incidents in Jira, issue logs and closure reports.
• Calculate and communicate remediation adjustments to impacted members.
• Introduce data validation rules and secure stakeholder approvals for closure.
• Maintain and enhance process guides in Confluence.
• Collaborate with stakeholders to test solutions and lead rectifications.
• Support UAT and continuous process improvements.

Skills

Stakeholder management

Data analysis

Root cause analysis

Excellent communication

Problem solving

Root cause analysis

Collaboration with tech teams

Tools

Jira

Confluence

Acurity

Objective

Job description

• Work at the intersection of operations, data and technology
• Investigate complex issues, uncover root causes and drive remediation outcomes
• Work with one of Australia's leading super funds

About US

UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.

Our Service & Experience division is recognised for performance excellence and for shaping the future of retirement for our members every day. As we continue to grow, so do the opportunities for you to challenge yourself, develop new skills, and make a real impact. Within this role your ideas are valued, your ambition is celebrated and your work genuinely matters.

The opportunity

This is an amazing opportunity to join UniSuper's Issue Management & Reporting team, where you'll play a key role in resolving member incidents and complex operational issues that impact our members.

Working across business and technology teams, you'll take ownership of investigations from initial analysis through to remediation, control improvements and final reporting. You'll perform deep-dive assessments to uncover root causes, analyse complex datasets and lead remediation activities to ensure members are restored to the correct position.

This role sits at the intersection of operations, data and technology. You'll investigate complex member incidents by analysing underlying system data, understanding how information flows through core financial platforms and partnering with technology teams to identify root causes and implement effective remediation solutions.

In addition, you will:

• Investigate and resolve member related incidents and issues.
• Perform deep-dive analysis and document incidents in Jira, issue logs and closure reports.
• Calculate and apply member remediation adjustments and communicate outcomes to impacted members.
• Introduce data validation rules and ensure stakeholder approvals for incident closure.
• Maintain and enhance process guides and procedures in Confluence.
• Implement new procedures and best-practice controls across Operations.
• Collaborate with stakeholders to test and implement solutions and lead bulk and single account rectifications.
• Support business initiatives, UAT activities and continuous process improvement opportunities.

About you

We're looking for someone who thrives in a fast-paced environment and enjoys solving complex operational problems. You're naturally curious, analytical and persistent in getting to the root cause of an issue, particularly where data, systems and business processes intersect.

You bring strong stakeholder management skills and can confidently engage with both business and technology teams to build a common understanding of issues, risks and solutions. Comfortable working through ambiguity and managing competing priorities, you enjoy collaborating across teams to deliver practical outcomes.

Importantly, you have experience working with complex financial services platforms and understand how data is structured and flows through enterprise systems. You're comfortable investigating issues beyond the front-end user experience, analysing underlying data structures and partnering with technology teams to identify root causes and remediation solutions.

To be successful in this role, you will bring:

• Strong experience within superannuation, wealth management, insurance, banking or a similarly complex financial services environment.
• Proven experience investigating incidents, conducting data analysis and managing remediation activities.
• Understanding of how data is structured within enterprise systems, including data relationships, transaction flows and underlying system impacts.
• Ability to work effectively with technology teams to identify root causes and implement solutions for complex issues.
• Demonstrated knowledge of platforms such as Acurity, Jira, Confluence, Objective or similar business systems.
• Strong SQL and data analysis capability.
• Excellent communication skills, with the ability to translate technical findings into clear business outcomes.
• Strong organisational skills and the ability to manage competing priorities while meeting deadlines.

Why Join Us

UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

• Opportunities for professional development and career progression.
• Access to a range of health and wellbeing programs.
• A culture that values diversity and inclusion.

UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements.