ITIL Problem, Knowledge & Event Lead

Leidos; City of Melbourne; 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 shared-resource model. You will provide broad cross-practice oversight across Problem, Knowledge and Event Management and align delivery with customer policies.

You will drive governance forums, reports, and continual improvement across service management practices, partnering with technical teams and SMEs to enhance reporting, dashboards and automation opportunities.

Qualifications

• Experience in ITSM or service governance environments.
• Coordination across ITIL practices and SIAM delivery.
• Experience developing procedures, Playbooks, SOPs, and training materials.
• Strong stakeholder engagement and communication skills.
• ITIL 4 Foundation certification is required; additional ITIL/SIAM certifications desirable.

Responsibilities

• Lead ITSM, Knowledge and Event Management practices within SIAM.
• Drive reporting, SLA monitoring, governance activities.
• Coordinate problem investigations and continual improvement.
• Develop and embed Playbooks aligned to policies.
• Collaborate with technical teams to improve dashboards and data quality.

Skills

ITSM experience

SIAM delivery

ITIL practices

Stakeholder engagement

Education

ITIL Foundation

ITIL MP/PM

SIAM Foundations

Tools

ServiceNow

Job description

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver services in line with ITIL 4 within a SIAM shared-resource model. You will provide broad cross-practice oversight across Problem, Knowledge and Event Management and align delivery with customer policies.

You will drive governance forums, reports, and continual improvement across service management practices, partnering with technical teams and SMEs to enhance reporting, dashboards and automation opportunities.