Are you an experienced ITIL professional with a passion for driving service improvement and resolving complex IT challenges? Join NEC Australia as a Problem Coordinator – ITSM Specialist, where you'll play a pivotal role in identifying root causes, preventing recurring incidents, and enhancing service outcomes across a complex, multi-vendor environment.
Working within our Delivery Support Services team, you'll collaborate with service managers, technical experts, and customer stakeholders to deliver best-practice Problem Management and contribute to continual service excellence.
What You'll Be Doing
- Lead and coordinate end-to-end, cross-provider Problem Management
- Assure quality of Root Cause Analysis (RCA) activities, evidence capture and traceability to permanent fixes/known errors.
- Facilitate workshops between internal and external service providers, documenting outcomes in line with ITIL best practices.
- Analyse incident trends and proactively identify opportunities to reduce service disruption.
- Collaborate with Service Delivery Managers, Problem Coordinators, and subject matter experts within a multi-vendor environment.
- Produce customer-ready reports, service insights, and KPI metrics.
- Promote continuous service improvement initiatives and preventative actions.
- Ensure compliance with ITIL processes, customer requirements, governance obligations, and service level commitments.
About you
You'll be a highly organised and analytical ITSM professional who thrives in a fast-paced, customer-focused environment.
To Be Successful You'll Bring
- NV1 or Baseline clearance
- 3-5+ years' experience in Problem Management, Incident Management, or a related IT Service Management role.
- Strong understanding of ITIL frameworks and service management best practices.
- Experience facilitating Root Cause Analysis and driving preventative improvements.
- Strong stakeholder management and communication skills.
- Experience working across multiple customers, priorities, and service environments.
- Proficiency with ITSM platforms such as ServiceNow.
- Excellent analytical, organisational, and reporting capabilities.
- A proactive mindset with a passion for continuous improvement and service excellence.
Desirable Qualifications
- Relevant tertiary qualification.
- ITIL and SIAM certification (Foundation or higher preferred).
Why NEC?
At NEC, we're committed to creating a brighter future where technology and people work together to solve real-world challenges. You'll be joining a supportive and collaborative team that values innovation, continuous improvement, and professional growth.
What's In It for You?
- Bonus & wellness days (after 6 months)
- 14 weeks paid parental leave
- Up to 4 paid volunteer days per year
- Discounts on health insurance, travel, entertainment & more
- Salary sacrificing options (car leasing, super, etc.)
- Employee Assistance Program – free, confidential support for you & your family
ITSM Specialist - Problem Co-ordinator employer: NEC
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