Senior Problem Management Analyst (Hybrid) — Drive Resilience

Reserve Bank of Australia; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Reserve Bank of Australia is seeking a Senior Problem Management Analyst in Sydney. You will own the end-to-end Problem Management lifecycle, lead root cause investigations, and drive corrective actions across technology teams to improve service resilience.

You will analyse incident data for recurring themes, reduce backlog and deliver dashboards to track progress and outcomes, collaborating with Service Owners and Change Managers in a hybrid 3 days onsite/2 days remote arrangement.

Qualifications

• 5+ years in Problem Management within a complex enterprise technology environment.
• Structured root cause analysis experience with corrective actions.
• Experience applying 8D, Kepner-Tregoe, RCA or similar frameworks.
• Advanced ServiceNow reporting and dashboards.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage end-to-end Problem Management lifecycle from handover to closure.
• Facilitate root cause investigations using 8D, partnering with tech teams.
• Analyze incident data to identify recurring themes and systemic risks.
• Reduce Problem backlog and ensure timely progress of actions.
• Develop reporting and dashboards to show trends and outcomes.
• Collaborate with technology teams and service owners to improve resilience.
• Provide regular updates on trends, risks, blockers and improvements.

Skills

Problem Management

Root cause analysis

8D methodology

Kepner-Tregoe

RCA

ServiceNow reporting

Stakeholder management

Communication

Analytical thinking

Organization

Tools

ServiceNow

Job description

Reserve Bank of Australia is seeking a Senior Problem Management Analyst in Sydney. You will own the end-to-end Problem Management lifecycle, lead root cause investigations, and drive corrective actions across technology teams to improve service resilience.

You will analyse incident data for recurring themes, reduce backlog and deliver dashboards to track progress and outcomes, collaborating with Service Owners and Change Managers in a hybrid 3 days onsite/2 days remote arrangement.