INTERNAL ONLY - PROBLEM AND EVENT MANAGER

Our Business

We support, equip and help guide Council to deliver the Brisbane Vision through centralised corporate services and a customer-focused approach.

Our Branch

Information Services branch (ISB) delivers digital and information technologies to maintain and enhance Council’s information, processes and systems, and enable data driven insights to improve decision-making and customer experience.

The Role

The primary purpose of the role is to manage the lifecycle of all problem investigations including the development, implementation and maintenance of problem tools and reports.

It is a role with a true combination of technical expertise mixed with stakeholder engagement experience.

You will have a variety of responsibilities including, to –

• lead and role model customer focus by working together with other areas of Council to solve customer issues
• work in partnership with your team leader to agreed performance standards and mutual expectations. Give and receive regular feedback to enable performance to be improved and take personal responsibility for optimising your potential within Council
• define in conjunction with the ICT Service Managers a problem management suite of processes and tools that foster proactive problem investigation and resolution using data and analytics to develop creative problem resolutions for customers
• work with and provide input to support the delivery of outcomes for other key service reliability processes including incident, change, release and capacity management
• manage the problem management process by establishing and coordinating virtual teams including service providers to investigate and resolve complex problems that involve or impact multiple support teams
• provide input to the event management roadmap to ensure a future plan for maintenance and upgrades of event management tools
• chair problem investigation meetings ensuring adherence to the problem management methodology and progress of actions by virtual team members and service providers
• identify continuous improvement opportunities to optimise the capability and value of the problem and event management suite of tools and integration with business processes to contribute to improved customer partnering and enhanced user experience
• develop effective relationships with staff, key stakeholders and service providers to achieve efficient and effective problem and event management
• take a proactive approach to bridge the technical components to the business services to enable monitoring of events impacting business services
• provide input into the development of service delivery processes to enable visibility of business services and ICT assets
• contribute to the identification, evaluation and recommendation of opportunities to use advanced and emerging ICT technologies for the advancement of Council’s business.

This position offers the autonomy to apply ICT technical experience, coupled with the satisfaction of exploring and developing creative problem resolutions for customers. So if you are keen to lead problem investigation meetings, and manage the problem management process refer to the position description for further information and key selection criteria.

To be successful you will have:

• demonstrated substantial experience of problem management requirements through the life cycle and delivery of end-to-end ICT services in a large, diverse and complex environment
• proven ability to drive and implement new operational frameworks to provide centralisation of problem management to improve visibility and performance of technology
• proven ability to gather and analyse data to contribute to and develop creative solutions while being responsive to business partner and customer needs
• proven experience in defining, negotiating and meeting customer service obligations under formal service level agreements, operational level agreements or contracts
• highly developed interpersonal and communication skills demonstrated through the building of collaborative working relationships and effective communication across technical and non-technical audiences
• highly developed organisational skills including the demonstrated ability to manage competing priorities to deliver organisational outcomes
• ability to lead virtual team performance through setting clear direction and expectations, providing support and feedback and monitoring ongoing performance of individuals and the team.

Desirable:

• accreditation in an industry standard good practice framework such as Information Technology Infrastructure Library (ITIL) intermediate level.

Benefits of working for Council include:

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary. 

Benefits of working for Council: CLICK HERE

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

This role will require a Criminal History Check.

For more information: Please do not hesitate to call Karen Bishop on 07 3403 0009 or reach out via email on karen.bishop2@brisbane.qld.gov.au

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Monday 28th July 2025 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion. #LI-DNI