Problem, Knowledge & Event Manager (ITIL/SIAM)

Leidos; Canberra; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Life Days

Part-time arrangements

Job sharing

Compressed hours

Headspace access

MeQuilibrium access

120,000 on-demand courses

Career development opportunities

Job summary

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver ITIL 4 compliant services within a SIAM shared-resource model. You will oversee Problem, Knowledge and Event Management practices, align with customer policies, and drive continual service improvement.

You will collaborate with technical teams and vendors, develop playbooks and SOPs, and ensure reporting and data quality support decision-making across the service portfolio.

Qualifications

• Experience in ITSM or Service Governance environments across multiple ITIL practices.
• Strong knowledge of Problem, Knowledge and Event Management within ITIL.
• Experience developing procedures, Playbooks, SOPs and training materials.

Responsibilities

• Lead day-to-day execution of Problem, Knowledge and Event Management practices to meet SLAs.
• Drive governance activities, including reporting and SIAM forums.
• Coordinate problem investigations and lead continual improvement across ITIL practices.
• Develop and embed operational Playbooks aligned with customer policies and workflows.
• Partner with technical teams to improve reporting, dashboards and data quality.

Skills

ITSM experience

SIAM delivery

Stakeholder engagement

Communication skills

Playbooks SOPs

Service governance

Education

ITIL 4 Foundation certification

Tools

ServiceNow

Job description

Leidos Australia is seeking a Problem, Knowledge & Event Coordinator to deliver ITIL 4 compliant services within a SIAM shared-resource model. You will oversee Problem, Knowledge and Event Management practices, align with customer policies, and drive continual service improvement.

You will collaborate with technical teams and vendors, develop playbooks and SOPs, and ensure reporting and data quality support decision-making across the service portfolio.