Problem, Knowledge & Event Lead (ITIL/SIAM)

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

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.