Business Process Analyst (Senior Problem Manager)

Hiring!! – Business Process Analyst (Senior Problem Manager)

• 6 months contract opportunity
• Offering: $579/day including super
• Location: Sydney CBD – Hybrid work Arrangements
• Opportunity to work with Global Tech organization

About the role:

This position, internally designated as Senior Problem Manager, you will focus on the identification and removal of problems within our customer cloud infrastructure. Senior Problem Managers play an integral part in organization’s success, and work closely with Development, Infrastructure Operations, and Customer Support to manage known errors, mitigate impact, and drive remediation.

What you get to do in this role:

• Drive root cause investigations
• Produce professional root cause analysis documentation for customers
• Ensure the prioritization, planning, and execution of problem resolutions that achieve the best results for the company and our customers
• Develop and implement evidence-driven process improvement initiatives across the organization
• Contribute to the design of the Problem Management process, data modeling and reporting, policies, and procedures
• Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
• Present to all levels of the organization on infrastructure issues and trends

To be successful in this role you should have min 6 years’ experience in:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 6+ years of experience with Project & Program Management within enterprise software Cloud Infrastructure and Operations environments
• Ability to effectively communicate within a team environment and across organizational levels to include peers, managers, and customers
• Outstanding verbal, written and interpersonal skills
• Attention to detail and the ability to communicate the right level of detail to the right audience
• Ability to work independently or to lead a team in a fast-paced environment
• Self-starter with strong technical skills and the ability to learn new technologies quickly
• Ability to lead and contribute to a technical investigation across hardware, networking and internal tooling or a mix as required to determine root cause and preventative measures
• Have working knowledge and applied skills in ITIL, (preferably ITIL v3)- specifically Change, Incident and Problem Management
• 4+ years of experience designing and managing technical training programs for various departments

Nice to have (Not Mandatory):

• Ability to query data and generate reports using one of a variety of tools, including SQL, Tableau, Microsoft Excel, Python, or similar for data research and analysis tasks
• Knowledge of the ServiceNow product

Qualifications:

• Bachelor’s degree is strongly preferred
• Australian Citizenship required to enable working in Government Regulated environment and should be able to clear baseline clearance if needed

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx), or please send through a copy of your latest CV to rsharma@welovesalt.com for a confidential discussion.

We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.