Problem, Knowledge & Event Coordinator

Tasmania; City of Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

Remote Work Opportunities

Hybrid Work Opportunities

Office Life and Perks

Job summary

Leidos Australia is seeking a Problem, Knowledge and Event Coordinator to deliver ITIL 4 aligned services within a SIAM shared-resource model. You will lead cross-practice governance across the Problem, Knowledge and Event Management practices that align with customer definitions and policies.

You will collaborate with technical teams to enhance reporting, dashboards and automation while driving continual improvement and playbook implementation.

Qualifications

• ITIL 4 Foundation certification is required.
• Experience coordinating across ITIL practices and SIAM delivery models.
• Experience developing procedures, Playbooks, SOPs and training materials.
• Strong stakeholder engagement, facilitation and communication skills.
• ServiceNow reporting experience is highly regarded.

Responsibilities

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

Skills

ITIL 4 Foundation

SIAM

ServiceNow reporting

Stakeholder engagement

Facilitation

Communication

Tools

Playbooks

Job description

Job Description

• 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.

• 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 the Employer

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.

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.

About the Candidate

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

• 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.

Work Environment

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.

• Health Insurance
• Health Reimbursement Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• HSA
• Pet Insurance
• Mental Health Benefits
• Parental Benefits
  • Birth Parent or Maternity Leave
  • Fertility Benefits
  • Adoption Assistance Program
  • Family Support Resources
• Work Flexibility
  • Flexible Work Hours
  • Remote Work Opportunities
  • Hybrid Work Opportunities
• Office Life and Perks
  • Company Outings
  • On‑Site Cafeteria
  • Holiday Events
• Vacation and Time Off
  • Paid Vacation
  • Paid Holidays
  • Personal/Sick Days
  • Volunteer Time Off
• Financial and Retirement
  • 401(K) With Company Matching
  • Stock Purchase Program
  • Performance Bonus
  • Relocation Assistance
  • Financial Counseling
  • Profit Sharing
• Professional Development
  • Promote From Within
  • Mentor Program
  • Access to Online Courses
  • Lunch and Learns
  • Internship Program
  • Leadership Training Program
• Diversity and Inclusion