Senior Problem Management Lead & RCA Expert

Reserve Bank of Australia; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Reserve Bank of Australia invites applications for a Senior Problem Analyst within the Technology Service Management function. The role focuses on driving problem management to improve service stability, reduce recurring issues, and strengthen governance across technology domains.

You will investigate root causes, apply 8D methodologies, and work with cross-functional teams to implement sustainable corrective actions. The role is hybrid (3 days onsite, 2 days at home) in Sydney.

Qualifications

• 5+ years in Problem Management within a complex enterprise technology environment.
• Structured root cause analysis with corrective actions for recurring issues.
• Strong analytical skills to identify patterns, trends and systemic risks across multiple tech domains.
• Experience applying problem-solving methodologies such as 8D, Kepner-Tregoe, RCA or similar frameworks.
• Advanced ServiceNow reporting and platform dashboards.
• Strong communication, facilitation and stakeholder management to drive accountability.

Responsibilities

• Manage end-to-end Problem Management lifecycle for existing records from handover to closure.
• Lead root cause investigations using 8D, partnering with technology teams for corrective actions.
• Analyze incident and problem data to identify recurring themes and risks.
• Actively reduce Problem backlog; ensure investigations and remediation progress timely.
• Develop dashboards and analytics to show trends, risks, and outcomes of Problem Management.
• Collaborate with technology teams and stakeholders to improve service resilience and reduce Major Incidents.

Skills

Problem Management

Root Cause Analysis

8D

Kepner-Tregoe

RCA

ServiceNow Reporting

Tools

ServiceNow

Job description

Reserve Bank of Australia invites applications for a Senior Problem Analyst within the Technology Service Management function. The role focuses on driving problem management to improve service stability, reduce recurring issues, and strengthen governance across technology domains.

You will investigate root causes, apply 8D methodologies, and work with cross-functional teams to implement sustainable corrective actions. The role is hybrid (3 days onsite, 2 days at home) in Sydney.