Problem Analyst

Auto & General; City of Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Bonuses

Work from home 2 days/week

Volunteer days

ME day

Parental leave

Professional development

Community volunteering

Job summary

Auto & General in Brisbane is seeking a proactive Problem Analyst to own problem management within the Technology Operations Centre (TOC). You will drive reactive and proactive problem management, incident response, and event strategies while mentoring others in a hybrid role with two days of work-from-home per week.

You will lead RCA investigations, manage problem records, and coordinate with technical teams, vendors, and stakeholders to deliver improvements and robust monitoring across IT

Qualifications

• Strong analytical and problem-solving skills with a focus on root cause identification.
• Experience with ServiceNow ITSM and ITOM modules.
• Advanced technology troubleshooting skills across complex server, cloud, network, and application architectures.
• Ability to coordinate across multiple technical teams and manage competing priorities under pressure.
• Excellent written and verbal communication skills for clear RCA documentation and stakeholder engagement.
• Proficiency in configuring and leveraging enterprise-grade monitoring tools.
• Experience with cloud platforms (AWS, Azure, or GCP) and cloud-native monitoring strategies.
• Experience with SRE (Site Reliability Engineering) principles and practices.
• Proven track record of leading operational improvement projects or initiatives.
• Prior experience or interest in risk management frameworks and compliance metrics within an APRA-regulated environment.

Responsibilities

• Proactively identify problems through incident trend analysis, major incident reviews, monitoring alerts, and stakeholder feedback.
• Log, categorise, prioritise, and maintain problem records in our ServiceNow ITSM tool.
• Conduct structured root cause analysis (RCA) using frameworks like the five Whys, Fishbone, and Kepner-Tregoe.
• Coordinate RCA workshops with technical teams, external vendors, and service owners.
• Produce clear, actionable RCA reports with agreed corrective and preventive actions.
• Track corrective actions, collaborating with Change Management to ensure permanent fixes are prioritised.
• Maintain Known Error Records (KERs) and documented workarounds to reduce incident impact.
• Act as a central coordination point between technical teams, support staff, and business stakeholders during service issues.
• Participate in our Major Incident Management process, coordinating resolution efforts and delivering clear executive-level communications during critical events.
• Participate in an after-hours on-call rotation to support mission-critical services.
• Manage and optimise our Event Management systems, dashboards, and reporting processes.
• Collaborate with CMDB Analysts and support teams to ensure robust, proactive monitoring coverage of our IT services.
• Support our risk and compliance commitments, learning and applying APRA prudential standards to identify and mitigate operational risks.

Skills

Root cause analysis

Cross-functional coordination

Analytical thinking

Communication skills

Monitoring and alerting

Cloud platforms

SRE principles

Tools

ServiceNow ITSM

ServiceNow ITOM

Enterprise monitoring tools

Job description

Our Technology division at Auto & General is looking for a proactive and collaborative Problem Analyst to join our team in the Technology Operations Centre (TOC).
This is a fantastic opportunity to take ownership of our problem management processes and drive strategic service improvements across our systems. If you're a natural problem solver who loves digging into data, collaborating with technical experts, and mentoring others, you'll thrive in our supportive and high-performing environment.

Your role

Reporting to the Manager of the Technical Operations Centre, you'll ensure our TOC delivers highly effective, reliable, and secure services. You'll drive both reactive and proactive problem management, advanced incident response, and event management strategies.
In this role, you'll proactively identify system trends, lead root cause investigations, and collaborate with technical teams and vendors. This is a hybrid role and offers 2 days' work from home per week.

Key Responsibilities

In this role, you will:

• Proactively identify problems through incident trend analysis, major incident reviews, monitoring alerts, and stakeholder feedback
• Log, categorise, prioritise, and maintain problem records in our ServiceNow ITSM tool
• Conduct structured root cause analysis (RCA) using frameworks like the five Whys, Fishbone, and Kepner-Tregoe
• Coordinate RCA workshops with technical teams, external vendors, and service owners
• Produce clear, actionable RCA reports with agreed corrective and preventive actions
• Track corrective actions, collaborating with Change Management to ensure permanent fixes are prioritised
• Maintain Known Error Records (KERs) and documented workarounds to reduce incident impact
• Act as a central coordination point between technical teams, support staff, and business stakeholders during service issues
• Participate in our Major Incident Management process, coordinating resolution efforts and delivering clear executive-level communications during critical events
• Participate in an after-hours on-call rotation to support mission-critical services
• Manage and optimise our Event Management systems, dashboards, and reporting processes
• Collaborate with CMDB Analysts and support teams to ensure robust, proactive monitoring coverage of our IT services
• Support our risk and compliance commitments, learning and applying APRA prudential standards to identify and mitigate operational risks.

What experience you'll bring

Requirement:

• Strong analytical and problem-solving skills with a focus on root cause identification
• Experience with ServiceNow ITSM and ITOM modules
• Advanced technology troubleshooting skills across complex server, cloud, network, and application architectures
• Ability to coordinate across multiple technical teams and manage competing priorities under pressure
• Excellent written and verbal communication skills for clear RCA documentation and stakeholder engagement
• Proficiency in configuring and leveraging enterprise-grade monitoring tools.
• Experience with cloud platforms (such as AWS, Azure, or GCP) and cloud-native monitoring strategies
• Experience with SRE (Site Reliability Engineering) principles and practicesProven track record of leading operational improvement projects or initiatives
• Prior experience or interest in risk management frameworks and compliance metrics within an APRA-regulated environment.

Location

Toowong:

Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Work flexibility - with options to work from home two days per week.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

• Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
• Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.
• Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.