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




n
To Be Successful You'll Bring
n
n
NV1 or Baseline clearance
n
3-5+ years' experience in Problem Management, Incident Management, or a related IT Service Management role.
n
Robust understanding of ITIL frameworks and service management best practices.
n
Experience facilitating Root Cause Analysis and driving preventative improvements.
n
Strong stakeholder management and communication skills.
n
Experience working across multiple customers, priorities, and service environments.
n
Proficiency with ITSM platforms such as ServiceNow.
n
Excellent analytical, organisational, and reporting capabilities.
n
A proactive mindset with a passion for continuous improvement and service excellence.
n
n
Desirable Qualifications
n
n
Relevant tertiary qualification.
n
ITIL and SIAM certification (Foundation or higher preferred).
n
n
Why NEC?
n
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.
n
What's In It for You?
n
n
Bonus & wellness days (after 6 months)
n
14 weeks paid parental leave
n
Up to 4 paid volunteer days per year
n
Discounts on health insurance, travel, entertainment & more
n
Salary sacrificing options (car leasing, super, etc.)
n
Employee Assistance Program – free, confidential support for you & your family
n
#J-*****-Ljbffr

📌 Itsm Specialist - Problem Co-Ordinator (Canberra)
🏢 Nec
📍 Canberra