Problem Management Analyst

1 week ago

Auckland City, New Zealand Auckland Transport Full time

**Are you passionate about IT problem-solving and proactive incident management?**:

- ** Do you thrive in a collaborative environment where your analytical skills can shine?**:

- ** Permanent opportunity, Viaduct location**

Auckland Transport is leading the development of transport and solutions that enable healthy and accessible communities. It doesn't matter if you choose to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

Auckland's transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task. We need to ensure AT is an efficient and sustainable organisation that provides the services and infrastructure our community needs now and into the future.

**Te Whiwhinga mahi | The opportunity**

As a Problem Management Analyst, you will play a crucial role in tracking IT incidents, conducting trend analyses, and organizing problem management activities. Your primary responsibilities will include:

- ** Root Cause Analysis**: Conducting root cause analysis meetings, writing agendas, and facilitating sessions.
- ** Trend Analysis**: Tracking and analyzing trends in incident reports and generating statistical reports to inform proactive problem management.
- ** Data Gathering**: Collecting data on incident trends, hardware and software failures, and resource utilization and capacity issues.
- ** Collaboration**: Working with support teams to reduce repeatable incidents and improve the problem management process by integrating best practices.
- ** Incident Prevention**: Stopping repeat incidents, identifying long-term fixes and workarounds, and minimizing business impact from incident

**Nā tāu rourou | What will you bring?**

You will have prior experience in a Problem Management role. You will be ertiary qualified with a Diploma or bachelor's degree in computer science or a relevant discipline, or significant proven equivalent experience managing problems.
- Proficiency in Microsoft Office 365 and Service Now.
- Expertise in Root Cause Analysis.
- Ability to work in a team-oriented, collaborative environment.
- Solid organizational skills, including attention to detail and multitasking.
- Knowledge of ITSM best practices.
- Strong business knowledge.
- Data and statistical analysis capabilities.
- Risk Management proficiency.

**Ko mātou tēnei | Our Organisation**

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.

In addition, we also offer:

- Investment in your professional development and training
- 25% discount on public transport services across Auckland
- Opportunity for greater leadership and accountabilit
- yModern CBD (Wynyard Quarter) waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships

**Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau. We tiaki all those who use transport in Tāmaki Makaurau.**

LI-RS1

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