ITSM Problem Coordinator & Service Improvement Lead

NEC; Canberra; On-site; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Bonus & wellness days

14 weeks paid parental leave

Volunteer days

Discounts on health insurance

Salary sacrificing options

Employee Assistance Program

Job summary

NEC Australia is seeking an experienced ITSM professional as Problem Coordinator – ITSM Specialist to identify root causes, prevent recurring incidents and uplift service outcomes across a multi-vendor environment.

You will collaborate with service managers, technical experts and customer stakeholders to deliver best-practice Problem Management and continual service excellence, aligning with ITIL processes and governance.

Qualifications

• NV1 clearance or baseline clearance.
• 3–5+ years in Problem/Incident Management or related ITSM role.
• Strong ITIL framework knowledge and service-management best practices.
• Experience facilitating Root Cause Analysis and driving preventative improvements.
• Excellent stakeholder management and communication skills.
• Experience across multiple customers and service environments.
• Proficiency with ITSM platforms such as ServiceNow.
• Analytical, organised and strong reporting capabilities.
• Proactive mindset with a focus on service excellence.

Responsibilities

• Lead end-to-end, cross-provider Problem Management.
• Ensure quality RCA activities with evidence capture and traceability to permanent fixes/known errors.
• Facilitate workshops between internal and external service providers and document outcomes.
• Analyse incident trends and identify opportunities to reduce service disruption.
• Collaborate with Service Delivery Managers, Problem Coordinators 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 SL commitments.

Skills

ITIL knowledge

Problem Management

Incident Management

Root Cause Analysis

Stakeholder Management

ServiceNow

Data Analysis

Reporting

Continuous Improvement

Education

Relevant tertiary qualification

ITIL Certification

SIAM Certification

Tools

ServiceNow

Job description

NEC Australia is seeking an experienced ITSM professional as Problem Coordinator – ITSM Specialist to identify root causes, prevent recurring incidents and uplift service outcomes across a multi-vendor environment.

You will collaborate with service managers, technical experts and customer stakeholders to deliver best-practice Problem Management and continual service excellence, aligning with ITIL processes and governance.