Itsm Specialist - Problem Co-Ordinator

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

Job Description

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Office Location: Majura Park, ACT, AU, 2609

Company: NEC Corporation

Are you an experienced ITIL professional with a passion for driving service improvement and resolving complex IT challenges? Join NEC Australia as a Problem Coordinator – ITSM Specialist, where you'll play a pivotal role in identifying root causes, preventing recurring incidents, and enhancing service outcomes across a complex, multi-vendor environment.

Working within our Delivery Support Services team, you'll collaborate with service managers, technical experts, and customer stakeholders to deliver best-practice Problem Management and contribute to continual service excellence.

What You'll Be Doing

• Lead and coordinate end-to-end, cross-provider Problem Management
• Assure quality of Root Cause Analysis (RCA) activities, evidence capture and traceability to permanent fixes/known errors.
• Facilitate workshops between internal and external service providers, documenting outcomes in line with ITIL best practices.
• Analyse incident trends and proactively identify opportunities to reduce service disruption.
• Collaborate with Service Delivery Managers, Problem Coordinators, and subject matter experts within 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, customer requirements, governance obligations, and service level commitments.

About you

You'll be a highly organised and analytical ITSM professional who thrives in a fast-paced, customer-focused environment.

To Be Successful You'll Bring

• NV1 or Baseline clearance
• 3-5+ years' experience in Problem Management, Incident Management, or a related IT Service Management role.
• Strong understanding of ITIL frameworks and service management best practices.
• Experience facilitating Root Cause Analysis and driving preventative improvements.
• Strong stakeholder management and communication skills.
• Experience working across multiple customers, priorities, and service environments.
• Proficiency with ITSM platforms such as ServiceNow.
• Excellent analytical, organisational, and reporting capabilities.
• A proactive mindset with a passion for continuous improvement and service excellence.

Desirable Qualifications

• Relevant tertiary qualification.
• ITIL and SIAM certification (Foundation or higher preferred).

Why NEC?

At NEC, we’re committed to creating a brighter future where technology and people work together to solve real-world challenges. You’ll be joining a supportive and collaborative team that values innovation, continuous improvement, and professional growth.

What's In It for You?

• Bonus & wellness days (after 6 months)
• 14 weeks paid parental leave
• Up to 4 paid volunteer days per yearDiscounts on health insurance, travel, entertainment & more
• Salary sacrificing options (car leasing, super, etc.)
• Employee Assistance Program – free, confidential support for you & your family