Wa - Itsm Problem Manager

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

We seeking a skilled and experienced ITSM Problem Manager to join our dynamic team. At NRI, we are committed to delivering top-notch IT services and value-driven solutions.

**Role Overview**: As an ITSM Problem Manager, you will be responsible for overseeing the identification, analysis, and resolution of IT issues. Your role involves working collaboratively with various teams, utilizing problem-solving methodologies, and ensuring the delivery of high-quality IT services. From root cause analysis to proactive management, you'll play a pivotal role in optimizing our IT processes.

**Key Responsibilities**:

- Lead problem-solving initiatives using methodologies like 5 Why, Ishikawa, and Kepner Tregoe
- Collaborate with stakeholders to understand and address IT issues
- Develop and implement effective problem reporting and resolution strategies
- Create and maintain ServiceNow dashboards for monitoring and reporting
- Contribute to the development of metrics and trending reports
- Work closely with Configuration Management to support quality outcomes
- Ensure adherence to SLTs, SLAs, OLAs, CSF, and KPIs
- Facilitate effective communication and conflict resolution

**Qualifications and Clearances**:

- Formal ITIL qualification
- Relevant industry experience

**Related Experience**:

- Minimum of 1 year's experience overseeing IT service delivery
- Experience in a managed service environment or large government agency

**Desirable Attributes**:

- Recent experience in a similar position, preferably within an outsourcing environment
- Proficient understanding of change management principles, techniques, and tools
- Effective facilitation and influencing skills
- Strong stakeholder management skills
- Excellent listening and communication skills
- Exposure to Problem Management and supporting methodologies
- Experience in creating Configuration Management Reporting
- Familiarity with ServiceNow dashboards
- Understanding of constructs of commercial contracts
- Detail-oriented

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.- Diverse and challenging project work
- Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
- Training and development opportunities
- Salary sacrifice, motor and novated leases
- Committed health & wellbeing plan including Employee Assistance Program
- 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
- Corporate partnerships

**ABOUT US**

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.
- We’re that partner for countless businesses. designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.
- We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
- **DIVERSITY & INCLUSION**
- We value our collaborative culture and work together to support a variety of community organisations and social issues.