Remote Problem Analyst — IT Service Management

Te Whatu Ora; New Zealand; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

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.

Skills

Root Cause Analysis

Data interpretation

Stakeholder communication

Analytical thinking

Problem management

ITIL knowledge

Cross-functional collaboration

Adaptability

Education

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

ITSM certifications

Tools

ServiceNow

Jira

ITSM tooling

Job description

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.