Problem, Knowledge & Event Coordinator

Leidos LLC; North Canberra; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Health and Wellness programs

Income Protection

Paid Leave

Retirement benefits

Job summary

Leidos Australia is seeking a Problem, Knowledge and Event Management Coordinator to deliver ITIL 4 aligned services within a SIAM model. You will provide cross-practice oversight, support governance forums, and drive continual improvements across service management practices.

The role requires ITIL 4 Foundation and strong stakeholder engagement, with opportunities to develop Playbooks, dashboards, and reporting capabilities in a Defence and national-security context.

Qualifications

• Experience in ITIL governance environments and coordination across ITIL practices.
• Ability to develop procedures, Playbooks, SOPs and operational documentation.
• Strong stakeholder engagement and cross-team collaboration skills.

Responsibilities

• Lead day-to-day execution of ITIL and SIAM practices with SLA-aligned priorities.
• Drive governance activities: reporting, SLA monitoring, quality reviews, stakeholder engagement.
• Coordinate investigations, support escalations and drive continual improvement across ITIL practices.
• Develop, maintain and embed operational Playbooks aligned with customer policies and workflows.
• Partner with technical teams to improve reporting, dashboards, data quality and automation.

Skills

ITIL knowledge

SIAM delivery

Stakeholder engagement

Facilitation

Communication

Education

ITIL4 Foundation certification

Managing Professional / SIAM Foundations (desirable)

Tools

ServiceNow

Reporting & dashboards

Job description

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.

Skills & Experience

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.

Pay Range

Pay Range: The Leidos pay range for this job level is a general guideline only and 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.

Pay and Benefits

• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Commitment and Diversity

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.

Contact

If you have any questions about the role or recruitment process, please contact [e-mail]

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].