Incident and Problem Analyst

**Due to the nature of the role applicants are required to be Australian Citizens and hold an Australian Government Baseline Security Clearance or have the ability to obtain one.**

**Relevant Duties**:

- **Leadership and Accountability**
- Provide sound knowledge across a broad range of activities including Service Now with a clear understanding of how tools should be used to support problem management process activities.
- Provide support advice in post review meetings and drive multi-vendor service providers to identify root cause including well defined corrective/preventative action plans
- Play a significant role and provide knowledge to support process improvement methods, procedures, metrics development, documentation, and reporting and of functional areas to resolve problems on an ongoing basis.
- Key role in the management of the problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans.
- Contribute to the development of team objectives for short term tasks and strategic planning for longer-term initiatives.
- Contribute to managing change and uncertainty in the workplace.
- Propose and facilitate innovation initiatives and contribute to business improvement strategies and to change in workplace practices.
- Support the effective management of projects through to completion, adjusting project plans as required and commitment to achieving quality outcomes whilst ensuring documentation procedures are maintained and feedback is sought from stakeholders to gauge satisfaction.
- **Management Diversity and Span**
- Manage and monitor problem management performance metrics and Key Performance Indicators (KPIs) and effectiveness of error control, making recommendations for improvements as appropriate.
- Ensure quality outputs by gathering, and investigating information from a variety of sources, and exploring new ideas and different viewpoints, probing information and identifying any critical gaps and identifying best practice approaches maintaining an awareness of the organisation, monitors the context in which the organisation operates and finds out about best practice approaches.
- Exercise autonomy and initiative when driving investigations to identify the root cause of problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements).
- **Job Context and Environment**
- Undertake work activities relating to problem management including identifying operational issues, reviewing problem trends, planning and driving improvement plans and maintaining inventory of problems under analysis and their current progress and status, while maintaining an awareness of the possible impact on the outcomes for the Agency.
- Work with problem owners to follow up and progress issues whilst communicating all the problems and their impact to all stakeholders.
- **Independence and decision-making**
- Work with a level of independence, under broad direction, to resolve service management and procedurally related conflicts, identifying alternatives and providing solutions and preventing recurrence of issues by identifying root cause and implementing permanent fixes.
- Communicate and make decisions that are based on technical and business assessments and professional judgement, evaluating risks and in the context of a complex and changing environment.
- Work with a focus on research, analysis and judgement and be proactive in identifying problems and recommending service improvement plans with the possible solutions obtained from technical teams for department or business unit.
- **Stakeholder Management**
- Support the development and management of a range of stakeholder relationships with internal technical teams, Service Management and stakeholders and third-party vendors, proactively offering assistance for a mutually beneficial relationship and anticipating and being responsive to internal and external client needs.
- Represent and explain the views of the agency by organising and chairing Problem Investigation and Problem Review meetings with internal and external stakeholders and Agency multi-vendor partners to share and receive information on technical and business functionality issues that have been identified in a reported problem, provide root cause analysis (RCA) sta.
- Manage stakeholder relationships to achieve work area and agency goals; establishing and maintaining a sustainable collaboration model to achieve outcomes within the Problem Management processes.
- Support stakeholders through change.