Remote Problem, Knowledge & Event Lead (ITIL/SIAM)

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

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.