IT Incident Problem Specialist

2 days ago

Brisbane, Queensland, Australia beBeeAnalyst Full time $123,000 - $126,000
Incident, Problem Analyst Role

We are seeking an experienced IT professional to join our Service Management team. As a key member of the team, you will proactively support all areas of our business, ensuring the delivery of efficient and effective IT service management services.

You will provide critical support for the change and problem management process, ensuring changes are evaluated, approved and implemented with minimal risk to the business.

Key responsibilities include:

  • Analyzing incident lifecycle stages to ensure timely resolution and minimal business impact.
  • Supporting problem management processes, ensuring consistent application of best practices.
  • Providing support for change management processes, ensuring changes are thoroughly evaluated, approved and implemented with minimal risk to the business.
  • Performing metrics analysis, preparing and delivering reports on incident and problem management performance for senior leaders and regulatory bodies.

Required skills and qualifications include:

  • Certification in ITIL or other relevant service management frameworks is highly desirable.
  • Strong understanding of ITIL framework principles and best practices.
  • Significant experience in IT service management, with a focus on incident, problem and change management.
  • Experience working in 24/7 on-call environments, with an ability to handle high-pressure situations effectively.
  • Excellent communication skills with proven experience providing written updates on incidents to senior leaders.
  • Familiarity with IT service management tools and software applications.

The ideal candidate will possess strong analytical and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks efficiently.

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