Senior Problem Management Analyst - contract until Dec 2027

Reserve Bank of Australia; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Job summary

Reserve Bank of Australia in Sydney is seeking an experienced Problem Analyst to drive end-to-end Problem Management, reduce the backlog and strengthen resilience. You will partner with technology teams and stakeholders to investigate recurring issues, identify root causes and apply 8D and other methodologies to deliver lasting improvements.

The role offers a hybrid arrangement (3 days onsite, 2 days remote) and opportunities to influence critical technology services across the organisation.

Qualifications

• 5+ years of experience in Problem Management within a complex enterprise technology environment.
• Structured root cause analysis with corrective actions for recurring issues.
• Strong analytical ability to spot patterns and systemic risks across domains.
• Experience applying 8D, Kepner-Tregoe or similar problem-solving frameworks.
• Advanced reporting and dashboards in ServiceNow; stakeholder communication.

Responsibilities

• Manage end-to-end Problem Management lifecycle from handover to closure.
• Lead root-cause investigations using 8D; implement sustainable actions.
• Analyze incident data to identify recurring themes and risks.
• Proactively reduce Problem backlog; track investigations and remediation.
• Create dashboards and reports showing trends, progress and outcomes.

Skills

Problem Management

Root Cause Analysis

8D Methodology

Kepner-Tregoe

ServiceNow reporting

Tools

ServiceNow

Job description

Reserve Bank of Australia – Sydney CBD NSW

The Senior Problem Management team sits within our Technology Service Management function and is responsible for driving service stability, reducing repeat incidents and improving technology resilience across the organisation.

This is a Hybrid working environment role: 3 Days Onsite and 2 days' Work from home.

Reporting to the Team Leader, Incident & Problem Management, you will join a high-performing team focused on Problem Management practices. Working closely with Technology Support Teams, Service Owners, Change Managers and senior stakeholders, you will investigate recurring issues, identify root causes, drive corrective actions and improve service reliability.

This is an exciting opportunity for an experienced Problem Analyst to make an immediate impact by reducing an existing problem backlog, identifying systemic technology issues, strengthening governance, and supporting the practical application of the 8D Problem Solving methodology across day-to-day Problem Management activities.

About the role

• Manage and drive the end-to-end Problem Management lifecycle for existing Problem records, from handover through to closure.
  
• Facilitate and support root cause investigations using the 8D methodology, partnering with technology teams to identify and implement sustainable corrective and preventive actions.
  
• Analyse incident and problem data to identify recurring themes, systemic issues and emerging risks that may impact service stability.
  
• Actively manage and reduce the Problem backlog by ensuring investigations, actions and remediation activities progress in a timely manner.
  
• Develop reporting, dashboards and analytics that provide visibility of trends, risks, action progress and Problem Management outcomes.
  
• Work closely with technology teams, service owners and stakeholders to improve service resilience and reduce the likelihood of recurring Major Incidents.
  
• Provide regular updates and insights to the Team Leader on problem trends, risks, blockers and opportunities for improvement.

About you

• Extensive experience, 5+ years in Problem Management within a complex enterprise technology environment.
  
• Experience conducting structured root cause analysis and driving corrective actions to address recurring technology issues.
  
• Strong analytical skills with the ability to identify patterns, trends and systemic risks across multiple technology domains.
  
• Practical experience applying or supporting structured problem-solving methodologies such as 8D, Kepner-Tregoe, RCA or similar frameworks.
  
• Advanced ServiceNow reporting and Platform dashboards.
  
• Strong communication, facilitation and stakeholder management skills, with the ability to influence teams and drive accountability for actions.
  
• Highly organised with the ability to manage multiple investigations, actions and priorities simultaneously.

Be More

Working for an organisation that truly makes a difference to the people of Australia, we can offer development and career opportunities in a collaborative environment that supports your growth, wellbeing and promotes flexibility. Your individual growth and success drive the RBA forward as an organisation. Be more means you can do more, for yourself and for Australia.

Why RBA?

The RBA makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking. We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people. Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives. Striving to be Open & Dynamic, we consider and incorporate different perspectives, work across teams and are transparent with each other, whilst delivering quality together effectively and focusing on outcomes by prioritising, testing, learning, and refining as we go. Our people conduct themselves with a high degree of integrity, while striving for excellence in the work they perform and the outcomes they achieve. We encourage intelligent inquiry and we treat one another with respect while promoting the public interest through our efforts. We know it is the growth and success of our people that drives the RBA forward. Come and make a bigger contribution while you build and develop your own skills too, because being more means you can do more, for yourself and for Australia.

The Reserve Bank of Australia is committed to equity, diversity and inclusion through key initiatives. We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ+ community. We are committed to making the recruitment process fair and equitable for all our candidates.