Problem Analyst (Technology Operations Centre)
The Role:
Auto & General is seeking a highly skilled and proactive Problem Analyst to join our Technology Operations Centre team in Toowong. This pivotal role focuses on optimising operational processes, proactively identifying service improvement opportunities, and leading the resolution of complex technical issues. You will be instrumental in driving efficiency and reliability across our services.
Your New Team:
You will be part of the dynamic Technology Operations Centre team, working collaboratively with technical teams, vendors, and service owners. We foster a culture of high performance and high integrity, supporting each other to achieve optimal outcomes and continually improve our services. Mentorship and professional development are key aspects of our team culture.
Key Responsibilities:
* Proactively identify problems through trend analysis, reviews, and feedback.
* Log, categorise, and manage problem records in the ITSM tool.
* Conduct root cause analysis using structured methodologies.
* Define, track, and manage corrective actions.
* Create and maintain Known Error Records (KERs).
* Contribute to the knowledge base.
* Provide regular status updates to stakeholders.
* Produce problem management metrics and trend reports.
* Support Major Incident Management processes.
* Participate in after-hours on-call rotation.
* Collaborate with Technology Support teams.
* Design and maintain advanced Event Management dashboards.
* Ensure compliance with Problem Management processes.
Qualifications & Experience:
* ITIL v4 Foundation certificate.
* ServiceNow knowledge (ITSM, ITOM).
* Strong analytical and problem-solving skills.
* Excellent written and verbal communication skills.
* Proficiency in configuring monitoring tools.
* Experience with cloud platforms (e.g., AWS, Azure, GCP).
* Experience with SRE principles and practices.
* Proven track record of leading operational improvement projects.
Our Perks:
* Location: Toowong – conveniently located at Toowong Village with excellent end-of-trip facilities, outdoor spaces, and modern collaborative work areas. Easy access to public transport and parking.
* Hybrid Work: Work from home 2 days a week.
* Extra Leave: Paid 'ME' day, a paid volunteer day, and the option to purchase additional leave.
* Development Opportunities: Access to internal programs and online courses.
* Employee Discounts: Discounts on Budget Direct insurance products.
* Reward and Recognition: Celebrate high performance with recognition, rewards, and incentives.
* Onsite Facilities: End-of-trip facilities and private spaces for nursing mothers.
* Get Social: Participate in vibrant social and community activities.
About us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions. We’re excited about the future and are always on the lookout for talented individuals. Auto & General values individual differences and believes in fostering an inclusive culture. If you're ready to make a significant impact, apply now! Recruitment agencies are kindly asked to refrain from sending unsolicited resumes.