Problem, Knowledge & Event Coordinator

Leidos; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver ITIL 4 aligned services within a SIAM model. You will oversee Problem, Knowledge and Event Management, ensure governance, and drive continual improvement across multiple ITIL practices.

You will coordinate cross-functional teams, develop playbooks and SOPs, and engage stakeholders to optimize reporting and service automation. Australian citizenship and Baseline clearance eligibility are required.

Qualifications

• Experience in ITSM or Service Governance environments, coordinating across multiple ITIL practices and SIAM delivery.
• Strong knowledge of Problem, Knowledge and Event Management within ITIL, with broad ITIL practice understanding.
• Experience creating procedures, Playbooks, SOPs, training materials and operational documentation.
• Excellent stakeholder engagement, facilitation and communication across technical teams, vendors and customers.

Responsibilities

• Lead day-to-day execution of Problem, Knowledge and Event Management practices to meet SLAs.
• Drive governance activities: reporting, SLA monitoring, quality reviews, SIAM forums participation.
• Coordinate investigations, support escalations and drive continual improvement across ITIL practices.
• Develop and embed Playbooks aligned with policies, controls, quality metrics and workflows.
• Collaborate with technical teams to improve reporting, dashboards, data quality and automation.

Skills

ITSM

SIAM

Problem Management

Knowledge Management

Event Management

Playbooks

SOPs

Training materials

Stakeholder engagement

Communication skills

ITIL 4 Foundation

ITIL Managing Professional

SIAM Foundations

ServiceNow reporting

Tools

ServiceNow

Job description

Description

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.

• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.

• Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.

• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.

• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.

• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

We deliver secure, resilient and innovative technology services that enable Defence enterprise and warfighting capabilities across multiple classified domains and networks. We provide world‑class ICT operations and agile digital modernisation using advanced analytics, automation, hybrid cloud, DevSecOps, Infrastructure as Code, cybersecurity and AI to optimise highly complex, mission‑critical environments.

The Opportunity

The Problem, Knowledge & Event Coordinator is responsible for delivering services in line with ITIL® 4 within a SIAM shared-resource model, providing broad cross-practice oversight and leadership across the Problem, Knowledge and Event Management practices. This role aligns Leidos delivery with customer practice definitions and policies, supports governance forums, and drives continual improvement across service management practices.

Key Responsibilities

• Lead and coordinate the day-to-day execution of Problem, Knowledge and Event Management practices, ensuring service delivery priorities meet agreed SLAs.

• Drive governance activities, including reporting, SLA performance monitoring, quality reviews, stakeholder engagement and participation in SIAM forums.

• Coordinate problem investigations, support operational escalations and lead continual improvement initiatives across ITIL practices.

• Develop, maintain and embed operational Playbooks, ensuring alignment with customer policies, defined controls, quality measures, RACI frameworks and workflows.

• Partner with technical teams and SMEs to improve reporting, dashboard capability, data quality, knowledge management outcomes and service automation opportunities.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

Skills & Experience

• Demonstrated experience within ITSM or Service Governance environments, including coordination across multiple ITIL practices and SIAM delivery models.

• Strong knowledge of Problem Management, Knowledge Management and Event Management, supported by broad understanding of related ITIL practices.

• Experience developing procedures, Playbooks, SOPs, training materials and operational documentation.

• Strong stakeholder engagement, facilitation and communication skills with the ability to collaborate across technical teams, vendors and customer stakeholders.

• ITIL® 4 Foundation certification is required. ITIL Managing Professional, Practice Manager and/or SIAM Foundations certifications are desirable. Experience with ServiceNow reporting is highly regarded.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain, Baseline security clearance.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team

• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.