ITIL Problem, Knowledge & Event Coordinator

Leidos Australia; Canberra; On-site; AUD 110,000 - 150,000; Full time

Job summary

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver services in line with ITIL 4 within a SIAM model. You will oversee Problem, Knowledge and Event Management practices, support governance forums, and drive continual improvement across service management.

The role emphasizes cross‑practice coordination, reporting, dashboards, and collaboration with technical teams to optimize outcomes for government, defence, and national security projects.

Qualifications

• Experience in ITSM or Service Governance environments coordinating across ITIL practices and SIAM delivery models.
• Strong knowledge of Problem, Knowledge and Event Management with broad ITIL understanding.
• Experience developing procedures, Playbooks, SOPs and training materials.

Responsibilities

• Lead day-to-day execution of Problem, Knowledge and Event Management practices with SLA-aligned delivery.
• Drive governance activities: reporting, SLA monitoring, quality reviews, stakeholder engagement.
• Coordinate problem investigations and escalations; lead continual improvement across ITIL practices.
• Develop and embed operational Playbooks aligned to customer policies and workflows.
• Partner with tech teams to improve reporting, dashboards, data quality and automation.

Skills

ITSM coordination

Stakeholder comms

SIAM delivery

Playbooks SOPs

Education

ITIL 4 Foundation

Tools

ServiceNow reporting

Job description

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver services in line with ITIL 4 within a SIAM model. You will oversee Problem, Knowledge and Event Management practices, support governance forums, and drive continual improvement across service management.

The role emphasizes cross‑practice coordination, reporting, dashboards, and collaboration with technical teams to optimize outcomes for government, defence, and national security projects.