Problem, Knowledge & Event Coordinator in Melbourne

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.

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.

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 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.
• 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.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.