Senior Problem Management Analyst - Drive Service Stability

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 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.