ITSM Specialist - Problem Co-ordinator

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

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 year
• Discounts on health insurance, travel, entertainment & more
• Salary sacrificing options (car leasing, super, etc.)
• Employee Assistance Program – free, confidential support for you & your family