About the job Expressions of Interest - Problem Analyst
We Are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the role

• Fujitsu Internals Only
• Expression of Interest
• Maternity Cover Fixed term 4 months

We’re seeking an experienced, Problem Analystto cover maternity leave for a fixed term contract of 4 months. The role is to manage the lifecycle of all in-scope problems from initial identifications through investigation, Root Cause identification, and development of permanent correct measures within agreed SLA timeframes in conjunction with delivering effective communications to relevant stakeholders and producing regular service reporting.
The Problem Management service is delivered during standard business hours and does not entail weekend or public holiday work.

Responsibilities and Accountabilities

• Delivery of Problem Management Services to agreed Service Levels, aligned to Fujitsu processes and procedures and the ITIL framework.
• Management of the problem lifecycle, from identification of a candidate through to removal/mitigation of the underlying error.
• Coordination of operational groups to facilitate investigations and diagnosis of Problem records.
• Ensure proposed solutions are reviewed and approved by relevant stakeholders and are implemented according to Change Management processes.
• Ongoing trend analysis facilitating the investigation of existing cases, reporting requirements, and proactive identification of new problem candidates.
• Production of quality Problem Management reports consisting of statistical charts, tables, and clearly articulated analysis.
• Facilitate and lead Problem Management meetings with customers and operational groups.
• Communicate the status of Problem Management activities with customers, stakeholders, and relevant parties to agreed timelines.
• Advise Incident Management staff on the best available workarounds for incidents related to active problem investigations and/ or known Errors

Requirements and Experience

• Minimum 3-4 years in IT Service Support Management in the outsourcing industry. Problem Management experience preferable.
• Strong understanding of ITIL processes; preferably with recognised certification.
• Excellent verbal and written communication skills.
• Knowledge of ITSM tools.
• Analytical and problem-solving approach.
• Proven experience with facilitating and leading meetings.
• Demonstrate good reporting skills; written, analytical, and statistical.
• Strong customer focused approach.
• Must have a proactive mindset, and a can-do attitude.
• Ability to prioritise workload.
• Interact with all levels of staff including technical and management.
• Excellent trend analysis and data manipulation capability.

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in-class reward and recognition programs flexible work, volunteering leave, and more.
• We live our values of aspiration, trust, and empathy, all day, every day.

Commitment to Diversity, Equity and Inclusion
As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of ourFrequently Asked Questions to assist with the recruitment journey.
If you don’t tick every box in this job description, please don’t rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please emailcareersapac@fujitsu.com.
Search Firm Representatives PLEASE READ:
Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.
For Security Cleared Roles PLEASE NOTE:
Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).

About the role

• Fujitsu Internals Only
• Expression of Interest
• Maternity Cover Fixed term 4 month

Responsibilities and Accountabilities

• Delivery of Problem Management Services to agreed Service Levels, aligned to Fujitsu processes and procedures and the ITIL framework.
• Management of the problem lifecycle, from identification of a candidate through to removal/mitigation of the underlying error.
• Coordination of operational groups to facilitate investigations and diagnosis of Problem records.
• Ensure proposed solutions are reviewed and approved by relevant stakeholders and are implemented according to Change Management processes.
• Ongoing trend analysis facilitating the investigation of existing cases, reporting requirements, and proactive identification of new problem candidates.
• Production of quality Problem Management reports consisting of statistical charts, tables, and clearly articulated analysis.
• Facilitate and lead Problem Management meetings with customers and operational groups.
• Communicate the status of Problem Management activities with customers, stakeholders, and relevant parties to agreed timelines.
• Advise Incident Management staff on the best available workarounds for incidents related to active problem investigations and/ or known Error