ITSM Problem Manager: Major Incidents & Root Cause

Anglicare Southern Queensland; City of Brisbane; On-site; AUD 110,000 - 140,000; Full time

Job summary

Anglicare Southern Queensland is seeking a Service Desk Problem Manager to join our Technology and Digital team in Fortitude Valley. This hands‑on, analytical role drives end‑to‑end problem management and coordinates major incident handling to ensure permanent resolutions and continuous improvement.

The successful candidate will lead root‑cause analyses, maintain the KEDB, and collaborate with change enablement to push fixes through the pipeline while communicating with leadership and

Qualifications

• Tertiary qualification in Information Technology or related discipline with ITIL 4 Foundation certification.
• Experience in IT Service Management roles, including Problem Management or Major Incident Management.
• Proven track record in leading post‑incident reviews and reporting on major incidents and problem performance.
• Hands‑on experience operating an enterprise ITSM platform.
• Strong stakeholder engagement and cross‑functional collaboration.

Responsibilities

• Operate the Problem Management practice end‑to‑end across problem identification, control and error control.
• Proactively identify recurring problems through trend analysis of incident data and reviews.
• Lead structured root cause analysis with cross‑functional technical teams.
• Maintain the Known Error Database (KEDB) and document workarounds.
• Coordinate with change teams to progress permanent fixes through the change pipeline.
• Produce reporting on problem management performance and service improvements.
• Act as Major Incident Manager for Priority 1 and 2 incidents.
• Lead stakeholder communications during major incidents with clear updates.
• Lead post‑incident reviews and translate lessons learned into improvements.
• Promote a collaborative, evidence‑based culture focused on continual improvement.

Job description

Anglicare Southern Queensland is seeking a Service Desk Problem Manager to join our Technology and Digital team in Fortitude Valley. This hands‑on, analytical role drives end‑to‑end problem management and coordinates major incident handling to ensure permanent resolutions and continuous improvement.

The successful candidate will lead root‑cause analyses, maintain the KEDB, and collaborate with change enablement to push fixes through the pipeline while communicating with leadership and