Our Technology division at Auto & General is looking for a proactive and collaborative Problem Analyst to join our team in the Technology Operations Centre (TOC). This is a fantastic prospect to take ownership of our problem management processes and drive strategic service improvements across our systems. If you're a natural problem solver who loves digging into data, collaborating with technical experts, and mentoring others, you'll thrive in our supportive and high-performing environment.

Your role Reporting to the Manager of the Technical Operations Centre, you'll ensure our TOC delivers highly effective, reliable, and secure services. You'll drive both reactive and proactive problem management, advanced incident response, and event management strategies. In this role, you'll proactively identify system trends, lead root cause investigations, and collaborate with technical teams and vendors. This is a hybrid role and offers 2 days' work from home per week.

Key Responsibilities In this role, you will:

Proactively identify problems through incident trend analysis, major incident reviews, monitoring alerts, and stakeholder feedback

Log, categorise, prioritise, and maintain problem records in our ServiceNow ITSM tool

Conduct structured root cause analysis (RCA) using frameworks like the five Whys, Fishbone, and Kepner-Tregoe

Coordinate RCA workshops with technical teams, external vendors, and service owners

Produce clear, actionable RCA reports with agreed corrective and preventive actions

Track corrective actions, collaborating with Change Management to ensure permanent fixes are prioritised

Maintain Known Error Records (KERs) and documented workarounds to reduce incident impact





Act as a central coordination point between technical teams, support staff, and business stakeholders during service issues

Participate in our Major Incident Management process, coordinating resolution efforts and delivering clear executive-level communications during critical events

Participate in an after-hours on-call rotation to support mission-critical services

Manage and optimise our Event Management systems, dashboards, and reporting processes

Collaborate with CMDB Analysts and support teams to ensure robust, proactive monitoring coverage of our IT services

Support our risk and compliance commitments, learning and applying APRA prudential standards to identify and mitigate operational risks.

What experience you'll bring Requirement:

Strong analytical and problem-solving skills with a focus on root cause identification

Experience with ServiceNow ITSM and ITOM modules

Advanced technology troubleshooting skills across complex server, cloud, network, and application architectures

Ability to coordinate across multiple technical teams and manage competing priorities under pressure

Excellent written and verbal communication skills for clear RCA documentation and stakeholder engagement

Proficiency in configuring and leveraging enterprise-grade monitoring tools.

Experience with cloud platforms (such as AWS, Azure, or GCP)



and cloud-native monitoring strategies

Experience with SRE (Site Reliability Engineering) principles and practicesProven track record of leading operational improvement projects or initiatives

Prior experience or interest in risk management frameworks and compliance metrics within an APRA-regulated environment.

Location Toowong: Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of up-to-date collaborative areas to work and connect with colleagues. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

The benefits of working at A&G;

Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.

Work flexibility - with options to work from home two days per week.

Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.

Grow with us - we've got learning and professional development opportunities to suit everyone.

Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.

Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be

📌 Problem Analyst (Brisbane)
🏢 Auto & General
📍 Brisbane