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About the Role
The Senior Problem Management team drives service stability, reduces repeat incidents, and improves technology resilience. This role involves investigating recurring issues, identifying root causes, and driving corrective actions to enhance service reliability. It's an opportunity to reduce the problem backlog, identify systemic technology issues, strengthen governance, and support the 8D Problem Solving methodology.
Responsibilities
- Manage and drive the end-to-end Problem Management lifecycle for existing Problem records.
- Facilitate and support root cause investigations using the 8D methodology, partnering with technology teams to identify and implement sustainable corrective and preventive actions.
- Analyse incident and problem data to identify recurring themes, systemic issues, and emerging risks.
- Actively manage and reduce the Problem backlog by ensuring investigations, actions, and remediation activities progress in a timely manner.
- Develop reporting, dashboards, and analytics that provide visibility of trends, risks, action progress, and Problem Management outcomes.
- Work closely with technology teams, service owners, and stakeholders to improve service resilience and reduce the likelihood of recurring Major Incidents.
- Provide regular updates and insights to the Team Leader on problem trends, risks, blockers, and opportunities for improvement.
Requirements
- Extensive experience, 5+ years in Problem Management within a complex enterprise technology environment.
- Experience conducting structured root cause analysis and driving corrective actions to address recurring technology issues.
- Strong analytical skills with the ability to identify patterns, trends, and systemic risks across multiple technology domains.
- Practical experience applying or supporting structured problem-solving methodologies such as 8D, Kepner-Tregoe, RCA or similar frameworks.
- Advanced ServiceNow reporting and Platform dashboards.
- Strong communication, facilitation, and stakeholder management skills, with the ability to influence teams and drive accountability for actions.
- Highly organised with the ability to manage multiple investigations, actions, and priorities simultaneously.
Skills
- Problem Management
- 8D Problem Solving methodology
- Root Cause Analysis
- ServiceNow reporting
- Stakeholder Management
- Data Analysis
Location
- Hybrid
Work Type
- Hybrid
- 3 Days Onsite
- 2 days' Work from home
- Full-time
Experience Level
- Senior
- 5+ years
Benefits
- Development and career opportunities
- Collaborative environment
- Supports growth
- Supports wellbeing
- Promotes flexibility
About the Company
- The Reserve Bank of Australia makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking.
- We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people.
- Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives.
- Striving to be Open & Dynamic, we consider and incorporate different perspectives, work across teams and are transparent with each other, whilst delivering quality together effectively and focusing on outcomes by prioritising, testing, learning, and refining as we go.
- Our people conduct themselves with a high degree of integrity, while striving for excellence in the work they perform and the outcomes they achieve.
- We encourage intelligent inquiry and we treat one another with respect while promoting the public interest through our efforts.
- We know it is the growth and success of our people that drives the RBA forward.
- Come and make a bigger contribution while you build and develop your own skills too, because being more means you can do more, for yourself and for Australia.
Equal Opportunity
- The Reserve Bank of Australia is committed to equity, diversity and inclusion through key initiatives.
- We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ+ community.
- We are committed to making the recruitment process fair and equitable for all our candidates.