Senior ITSM Consultant Problem Management

Joining NRI - Managed Services 
 
Run Stronger. Evolve Faster. Perform Smarter with NRI  
 
Ready to shape whats next?  At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australias leading organisations. 
 
Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day
 
What Youll Do: 

• Oversee and coordinate Problem Management activities, driving root cause analysis, corrective actions, and knowledge integration to prevent recurrence and improve service stability. 
• Collaborate with technical teams, service owners, and stakeholders to prioritise problems, balance risk and resolution speed, and align outcomes with SLAs, KPIs, and governance requirements.
• Analyse trends and performance metrics, producing clear reports, RCA documentation, and knowledge artefacts to support continuous service improvement and informed decision-making.

• Formal ITIL qualification
• Relevant industry experience
• Baseline Security Clearance required

• At least 4-6 years experience in overseeing the delivery of IT services in a managed service environment or large government agency covering Problem Management

• Recent experience in a similar position, preferably within an outsourcing environment
• Strong understanding of Problem Management planning and principles, with the ability to integrate Knowledge Management to prevent recurrence, reduce failure demand, and support operational control.
• Strong understanding of Problem Management planning and principles, with the ability to integrate Knowledge Management to prevent recurrence, reduce failure demand, and support operational control.
• Strong stakeholder management, facilitation, and influencing skills, enabling alignment across technical teams, service owners, and governance forums on both problem resolution and knowledge quality.
• Effective conflict resolution and negotiation capabilities, balancing speed, risk posture, and knowledge completeness to protect service integrity and drive sustainable outcomes.
• Strong stakeholder management, facilitation, and influencing skills, enabling alignment across technical teams, service owners, and governance forums on both problem resolution and knowledge quality.
• Effective conflict resolution and negotiation capabilities, balancing speed, risk posture, and knowledge completeness to protect service integrity and drive sustainable outcomes.
• Excellent listening & communication skills, with the ability to present complex information clearly to both technical & non-technical audiences
• Experience in developing metrics, trend analysis, & reporting to support quality outcomes & continuous service improvement
• Understanding of SLTs, SLAs, OLAs, CSFs, & KPIs, with a focus on aligning Problem Management with service performance targets
• Exposure to Problem Management methodologies, including:
• 5 Whys Root Cause Analysis
• Ishikawa / Cause & Effect Mapping
• Kepner-Tregoe Analysis
• Experience in creating & delivering Problem Reports

• Strong analytical and problem-solving capability, with the ability to translate data, trends, and operational signals into actionable insight.
• High-level working knowledge of common infrastructure & application technologies
• Strong written communication skills, producing clear, structured, and reusable artefacts including knowledge articles, problem statements, RCA outputs, and corrective action plans that support first-time fix, safe escalation, service integrity, and assurance-ready governance reporting.
• The ideal candidate is forward-thinking, strategic, & highly organised, with a demonstrated ability to drive operational improvements through effective Problem Management

• Deliver tangible business impact through operational excellence. 
• Work with cutting-edge tools and AI-enabled platforms. 
• Be part of a high-performing, client-obsessed team that values growth and innovation.