Problem Analyst

Health New Zealand | Te Whatu Ora; New Zealand; Hybride; NZD 90 000 - 120 000; Plein temps

Résumé du poste

Health New Zealand | Te Whatu Ora is seeking a skilled Problem Analyst to strengthen digital health services across New Zealand. You will identify root causes of complex incidents, develop permanent fixes, and drive long-term improvements with operations teams.

In a collaborative, equity-focused environment, you will work with digital operations, clinicians, and delivery teams to prevent recurring issues, improve system stability, and support safer patient care.

Qualifications

• 1-3 years' experience in a Problem Analyst or similar ICT role.
• At least 3 years' experience in IT or a related field, with exposure to operational environments.
• Hands-on experience in Root Cause Analysis, with a focus on continuous improvement and preventing recurring incidents.
• Proven ability to manage incidents and support problem management processes, including troubleshooting complex technical issues.
• Experience using tools such as ServiceNow, Jira, or similar platforms for incident and problem tracking.
• Strong understanding of ITSM frameworks (e.g. ITIL), particularly incident, problem, and change management.
• Well-developed analytical skills, with the ability to gather, interpret, and present data to inform decision-making.
• Excellent interpersonal and communication skills, with the ability to build effective relationships across diverse stakeholders.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent experience).
• Relevant certifications in ITSM or related disciplines.

Connaissances

Root Cause Analysis

Data interpretation

Stakeholder communication

Analytical thinking

Problem management

ITIL knowledge

Cross-functional collaboration

Adaptability

Formation

Bachelor's degree in Computer Science/Information Systems/Engineering

ITSM certifications

Outils

ServiceNow

Jira

ITSM tooling

Description du poste

Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders.

We provide essential hospital, specialist, and community health services across 80+ locations - from large urban centres to rural towns and remote communities.

Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible and innovative care.

About the Role

Step into a role where your expertise directly strengthens the reliability of critical digital health services across New Zealand. As a Problem Analyst, you'll sit at the heart of Digital Support, working closely with operations teams to identify root causes of resolve complex incidents, develop permanent corrective actions and drive long-term solutions that make a real difference. This is more than reactive troubleshooting—you'll lead collaborative problem management efforts, influence smarter ways of working, and contribute to national initiatives that simplify, transform, and continuously improve how digital services are delivered.

Your impact will be tangible and far-reaching. By preventing recurring issues and strengthening system stability, you'll help ensure uninterrupted care, support better patient outcomes, and build trust with clinicians and communities alike. You'll bring sharp analytical thinking, strong communication skills, and a proactive mindset to navigate high-pressure situations and deliver meaningful change. In an environment grounded in equity, innovation, and partnership, you'll contribute to advancing fair and reliable healthcare for all New Zealanders, while championing continuous improvement and modern, agile ways of working.

About the Team/Service/ Location

Join a forward-thinking Digital Services team at Health NZ, working at the forefront of delivering reliable, secure, and high-performing technology that supports healthcare across New Zealand. This is a nationally connected environment where collaboration is key, bringing together Digital Operations, clinical stakeholders, and delivery teams to ensure seamless service and continuous improvement. Based in a flexible, modern working setting, you'll be part of a team that values innovation, shared knowledge, and collective problem-solving, while staying grounded in a strong commitment to equity and Te Tiriti o Waitangi. Here, your work will contribute to a wider mission—enabling better health outcomes for all communities, including those in remote and underserved areas.

About you

You're a proactive and analytical ICT professional who thrives on solving complex problems and driving meaningful improvements. With a solid foundation in ICT technology and systems, and proven experience in problem and incident management, you bring a structured approach to root cause analysis and a genuine passion for preventing issues before they reoccur. You're confident working across technical and non-technical teams, building strong relationships and influencing outcomes through clear communication and collaboration. You are confident engaging with people across the organisation chart, and unphased by barriers, confidently finding paths to the necessary outcome. Influencing through personal authority comes naturally. Adaptable and self-aware, you take ownership of your work, continuously grow your expertise, and operate with integrity. You also understand the importance of equity and Te Tiriti o Waitangi, and are committed to applying these principles in a practical, meaningful way within your role. As this is not an entry level role, you will bring a considerable depth of experience.

You will bring:

• 1-3 years' experience in a Problem Analyst or similar ICT role, contributing effectively within technical teams
• At least 3 years' experience in IT or a related field, with exposure to operational environments
• Hands-on experience in Root Cause Analysis, with a focus on continuous improvement and preventing recurring incidents
• Proven ability to manage incidents and support problem management processes, including troubleshooting complex technical issues
• Experience using tools such as ServiceNow, Jira, or similar platforms for incident and problem tracking
• Strong understanding of ITSM frameworks (e.g. ITIL), particularly incident, problem, and change management
• Well-developed analytical skills, with the ability to gather, interpret, and present data to inform decision-making
• Excellent interpersonal and communication skills, with the ability to build effective relationships across diverse stakeholders
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent experience)
• Relevant certifications in ITSM or related disciplines

Working for Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

Job details

Job Reference:

Job Reference: HNZ/1954014

Location:

New Zealand - All Locations - Work from where you are

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Information Technology - Information Technology