ITSM Specialist - Problem Coordinator

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

Ready to make an Impact?

Update your resume and show us how your applications experience aligns with this role. Tell us why you're the right fit. We want to see your expertise in action to give your application full consideration.

Apply today and let’s Orchestrating a Brighter World together!