Problem, Knowledge & Event Coordinator

About the role

The Problem, Knowledge & Event Coordinator will lead day‑to‑day execution of ITIL 4 based Problem, Knowledge and Event Management practices within a SIAM shared‑resource model. The role ensures service delivery meets agreed SLAs, supports governance forums and drives continual improvement across service management.

Key responsibilities

• Lead and coordinate daily execution of Problem, Knowledge and Event Management practices, ensuring SLA compliance.
• Drive governance activities including reporting, SLA performance monitoring, quality reviews and stakeholder engagement.
• Coordinate problem investigations, support operational escalations and lead continual improvement initiatives.
• Develop, maintain and embed operational Playbooks aligned with customer policies and controls.
• Partner with technical teams and SMEs to improve reporting, dashboard capability, data quality, knowledge management outcomes and service automation.

Required profile

• Demonstrated experience in ITSM or Service Governance environments, coordinating across multiple ITIL practices and SIAM delivery models.
• Strong stakeholder engagement, facilitation and communication skills, able to collaborate with technical teams, vendors and customers.
• Australian citizenship and eligibility for Baseline security clearance.

Required skills

• ITIL® 4 Foundation certification (required).
• Knowledge of Problem Management, Knowledge Management and Event Management within ITIL.
• Experience with ServiceNow reporting.
• Desirable: ITIL Managing Professional, Practice Manager, SIAM Foundations certifications.