Job Description

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.

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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.

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What You'll Be Doing

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- Lead and coordinate end-to-end, cross-provider Problem Management
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- Assure quality of Root Cause Analysis (RCA) activities, evidence capture and traceability to permanent fixes/known errors.
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- Facilitate workshops between internal and external service providers, documenting outcomes in line with ITIL best practices.
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- Analyse incident trends and proactively identify opportunities to reduce service disruption.
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- Collaborate with Service Delivery Managers, Problem Coordinators, and subject matter experts within a multi-vendor setting.
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- Produce customer-ready reports, service insights, and KPI metrics.
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- Promote continuous service improvement initiatives and preventative actions.
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- Ensure compliance with ITIL processes, customer requirements, governance obligations, and service level commitments.
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About you

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You'll be a highly organised and analytical ITSM professional who thrives in a fast-paced,



customer-focused environment.

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To Be Successful You'll Bring

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- NV1 or Baseline clearance
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- 3-5+ years' experience in Problem Management, Incident Management, or a related IT Service Management role.
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- Strong understanding of ITIL frameworks and service management best practices.
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- Experience facilitating Root Cause Analysis and driving preventative improvements.
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- Strong stakeholder management and communication skills.
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- Experience working across multiple customers, priorities, and service environments.
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- Proficiency with ITSM platforms such as ServiceNow.
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- Excellent analytical, organisational, and reporting capabilities.
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- A proactive mindset with a passion for continuous improvement and service excellence.
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Desirable Qualifications

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- Relevant tertiary qualification.
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- ITIL and SIAM certification (Foundation or higher preferred).
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Why NEC?

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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.

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What's In It for You?

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- Bonus & wellness days (after 6 months)
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- 14 weeks paid parental leave
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- Up to 4 paid volunteer days per year
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- Discounts on health insurance, travel, entertainment & more
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- Salary sacrificing options (car leasing, super, etc.)
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- Employee Assistance Program – free, confidential support for you & your family
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📌 ITSM Specialist - Problem Coordinator (Canberra)
🏢 Nec
📍 Canberra