ITIL Problem Manager


Australian Capital Territory

Work type:

Full Time


Information & Communication Technology



Job reference:


Start date:


Contact email:


Steven Jobson

A large government owned organisation requires a skilled and experienced Problem Manager who will lead the continuous improvement of the problem management process including response effectiveness, process efficiency (including problem templates for root cause analysis) and customer satisfaction

Additional responsibilities include:
  • Ensure the problem management process is documented and coordinated. Ensure compliance with problem management processes and correct categorisation and prioritisation of problems in accordance with business impact and service level agreements
  • Analyse, monitor and track the progress on Problems within the IM&T environment.
  • Undertake detailed Problem Management analysis and reporting on problem Incident trends, including a monthly report to be provided to IM&T management
  • Coordinating problem management within IM&T and external providers, working closely with technical teams as well as the communications coordinator, IM&T Management and Service Desk for regular updates throughout the problem.
  • Chair and secretariat problem management meetings where "tiger teams' may need to be established due to the problem crossing over teams or requiring multiple teams to troubleshoot
  • Monitor and report on open problems with teams to reduce the overall impact on the business
  • Driving proactive prevention activities to reduce the recurrence of problems by maintaining close working relationships with change management and incident management functions

Skills required:
  • Problem Management experience
  • High level of verbal communication skills with the ability to interact and collaborate with senior managers, various teams within IM&T and other areas
  • Experience in report writing including development of reports, briefing papers and business cases
  • Proven ability to influence and operate under pressure
  • ITIL Foundation Certification, v3
  • ITIL Service Lifecycle - Service Operation (SO) Certification (preferred)

To apply for this opportunity, please contact Steve Jobson on 02 6285 3500 or click the "APPLY NOW' button below.

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