Problem Management Lead

Date: 13-Oct-2021

Location: Central Auckland, NZ, 1010

Company: Auckland Council

He angitūtanga: The opportunity

The Auckland Council ICT Service Improvement team has the responsibility of managing, delivering and supporting the Service Management practices utilising best practice frameworks such as ITIL. We currently have an opportunity to lead the Service Management process of Problem Management within ICT based on business priorities. Taking this role also means championing the delivery of high quality, best practice problem solving practices and be a centre of excellence in the training and use of these tools, as well as advocating and supporting other Service Management processes and ensure they are understood and followed by ICT staff.

Key responsibilities of the Problem Manager lead role include:

  • Manage the operation and delivery of the Problem Management Practice
  • Conduct technical multi team brainstorming sessions to determine cause, workarounds and fixes ensuring that results are documented.
  • Manage identified problem actions, share cause and known errors and other lessons learned.
  • Produce reporting to show the effectiveness of the Problem Management process for management and trending purposes
  • Manage/coordinate implementation of corrective actions
  • Ensure there is active knowledge sharing across all engaged parties and that the appropriate repositories have been updated (Knowledgebase and ServiceNow)
  • Prioritize problems from a business perspective working with teams when adding problems to the backlog
  • Engage with ICT Teams to ensure problem management best practices are understood and being followed by all involved
  • Develop materials for communications and training and conduct training or improvement sessions

He kōrero mōu: About you

You will be an energetic ICT professional with in-depth technical experience where your excellent analytical, documentation and customer service skills have made you stand out amongst your peers. It is essential that you have 8+ years of work experience with at least 2 years being involved with Problem management. Your ITIL and/or Kepne Fourie certification along with your understanding of ServiceNow or similar Helpdesk platform will contribute to the success in this role

Since you will be involved in building strong effective relationships with stakeholders, ICT leaders and vendors to drive improvement initiatives, your sound leadership & strong people management skills, along with your strong logical and analytical skills in driving root cause resolutions will be heavily put into practice.

The successful applicant will also have the opportunity to work with the other Service Management practices such as Change, Knowledge and Incident, as well as working with the wider ICT Service Improvement team developing and implementing solutions and process improvements to ICT and wider Auckland Council whanau.

Ngā āhuatanga kei a mātou: What we offer

Working 40 hours per week Monday to Friday; you will have flexibility with how those hours are set. Some of our people begin early, some stay later, and remote working is an option too.

As a high-performing organisation, we place high value on the quality of work done where achievements are regularly celebrated and recognised, embracing the culture of positivity, fun and passion into the workplace.  

Whakamaua kia tina! Be the how!


Tell us why you are interested in this opportunity and apply via the link. 


Applications close Wednesday 27th October 


If you are an Auckland Council Employee (permanent or fixed term), please apply via the Tupu internal careers page. Temps and contractors please use the external careers site.

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process