Incident and Problem Analyst
Job No:
COG1905
Location:
Bundall
- Full Time | 9-day fortnight | 36 hours per week
- Salary: From $101,616 - $108,140 per annum plus Superannuation
- Position Brief - Incident and Problem Analyst
About the team
We're entering a new chapter for the Chief Technology Office at the City of Gold Coast as we deliver bold, future-focused solutions. With the launch of our IT Operating Model and the transition of critical IT services in-house, we are transforming the way we deliver technology, making it faster, more responsive, and more aligned with the needs of our organisation and customers.
As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward-thinking Chief Technology Office, one that adds real value, delivers better outcomes, and works in smarter, more agile ways.
The ICT Strategy & Portfolio team plays a central role in helping the CTO run technology like a business. We connect strategy, investment, delivery and performance, providing transparency across cost, value and outcomes to support better decisions
If you’re equally excited about innovation, transformation, and making a meaningful impact, now is the perfect time to join us
About the role
We are seeking an experienced and proactive Incident and Problem Analyst to support the effective handling, resolution and analysis of ICT incidents and problems across the organisation.
This role plays a critical part in restoring normal service operations as quickly as possible, identifying root causes, and preventing recurrence — ensuring high availability, reliability and strong user satisfaction across ICT services.
Working within an ITIL-aligned environment, you will contribute to operational excellence and continuous service improvement.
As the Incident and Problem Analyst, you will monitor, coordinate and analyse incidents across the ICT environment. You will ensure accurate categorisation and prioritisation in line with SLAs, collaborate with technical teams to drive timely resolution, and support structured root cause analysis for recurring issues.
You will maintain problem and known error records, generate performance reporting, and actively contribute to service improvement initiatives.
This role requires strong coordination, stakeholder engagement and analytical capability, particularly in high-priority or high-impact situations.
We’re looking for people who have:
- 5+ years’ ICT experience in an IT service operational support role within an ITIL environment.
- Strong ICT coordination and operational management skills.
- Excellent communication and negotiation skills.
- Strong stakeholder engagement capability across technical and business teams.
- Demonstrated leadership capability in managing incidents and driving resolution outcomes.
Desirable:
- ITIL, SIAM and/or contract/vendor management experience or certifications.
- Prince2, Agile, Six Sigma, Lean and/or Cyber Security experience or certifications.
Be part of shaping the Gold Coast’s future
The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.
We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:
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9-day fortnight
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Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
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Personal and professional development courses
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Access to 350+ fitness facilities through Fitness Passport
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4 free confidential counselling sessions a year for you or an immediate family member
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1 free nutritionist and financial advice session per year
We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community.
How to apply
To submit your application, please click apply now and complete the application form. You will be required to upload your resume and a cover letter (no more than two pages) outlining how your skills, experience and personal attributes will enable you to be successful in this role. Please note that you may also be asked to provide relevant qualifications, where applicable.
Contact Person Ashley Shannon
Contact Email ashannon@goldcoast.qld.gov.au
Closing Date Sunday 19h July 2026/ 11:59pm AEDT
We’re committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and encourage candidates to discuss any support or adjustments they may need throughout the recruitment process.