ITSM Problem Coordinator — RCA & Service Improvement

Nec Corporation; Canberra; On-site; AUD 90,000 - 150,000; Full time

Benefits offered by this job

Bonus & wellness days (after 6 months)

14 weeks paid parental leave

Volunteer days per year

Discounts on health insurance, travel,

entertainment & more

Job summary

NEC Corporation in Canberra is seeking an experienced ITSM Specialist to coordinate Problem Management across multiple providers and drive service improvement. You will lead RCA activities, ensure permanent fixes, and work with service managers, technical experts, and customers to enhance outcomes.

The role requires 3+ years in Problem/Incident Management, ITIL knowledge, and ServiceNow proficiency. Strong stakeholder management, analytics, and a proactive improvement mindset are essential.

Qualifications

• 3+ years in Problem Management, Incident Management or related ITSM role.
• Strong ITIL framework knowledge and service management best practices.
• Experience facilitating Root Cause Analysis and driving preventative improvements.

Responsibilities

• Lead end-to-end cross-provider Problem Management activities.
• Assure RCA quality, evidence capture and traceability to permanent fixes.
• Facilitate workshops with internal/external providers and document outcomes.
• Analyse incident trends and identify opportunities to reduce service disruption.
• Collaborate with Service Delivery Managers and SMEs in a multi-vendor environment.
• Produce customer-ready reports, service insights, and KPI metrics.
• Promote continuous service improvement initiatives and preventative actions.
• Ensure compliance with ITIL processes, governance and SLAs.

Skills

Problem Management

Incident Management

ITIL

Root Cause Analysis

ServiceNow

Stakeholder management

Analytics & reporting

Continuous improvement

Communication skills

Education

Relevant tertiary qualification

ITIL certification (Foundation or higher)

Tools

ServiceNow

Job description

NEC Corporation in Canberra is seeking an experienced ITSM Specialist to coordinate Problem Management across multiple providers and drive service improvement. You will lead RCA activities, ensure permanent fixes, and work with service managers, technical experts, and customers to enhance outcomes.

The role requires 3+ years in Problem/Incident Management, ITIL knowledge, and ServiceNow proficiency. Strong stakeholder management, analytics, and a proactive improvement mindset are essential.