Description
At Leidos Australia, you'll join a team where people work with integrity, inclusion, innovation, agility, collaboration, and commitment. The Problem, Knowledge & Event Coordinator role is responsible for delivering services in line with ITIL 4 within a SIAM shared-resource model, providing broad cross-practice oversight and leadership across Problem, Knowledge, and Event Management practices.
Key Responsibilities:
- Lead and coordinate day-to-day execution of Problem, Knowledge, and Event Management practices, ensuring service delivery priorities meet agreed SLAs.
- Drive governance activities, including reporting, SLA performance monitoring, quality reviews, stakeholder engagement, and participation in SIAM forums.
- Coordinate problem investigations, support operational escalations, and lead continual improvement initiatives across ITIL practices.
- Develop, maintain, and embed operational Playbooks, ensuring alignment with customer policies, defined controls, quality measures, RACI frameworks, and workflows.
- Partner with technical teams and SMEs to improve reporting, dashboard capability, data quality, knowledge management outcomes, and service automation opportunities.
About You:
- Demonstrated experience within ITSM or Service Governance environments, including coordination across multiple ITIL practices and SIAM delivery models.
- Strong knowledge of Problem Management, Knowledge Management, and Event Management, supported by broad understanding of related ITIL practices.
- Experience developing procedures, Playbooks, SOPs, training materials, and operational documentation.
- Strong stakeholder engagement, facilitation, and communication skills with the ability to collaborate across technical teams, vendors, and customer stakeholders.
- ITIL 4 Foundation certification is required. ITIL Managing Professional, Practice Manager, and/or SIAM Foundations certifications are desirable.
Benefits:
- Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.
- Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
- Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
- Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
- Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.