We’re a large scale systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 global network, we currently number 1,000 employees mainly in Canberra and Melbourne. We’re growing fast and are building a business that is focused and fit for the future. Change and innovation are central to the way we work, and we thrive when developing unique, practical solutions to seriously complex challenges.

Leidos Australia is the largest commercial supplier of intelligence services to the Australian Government and provides a number of critical systems integration projects to the Department of Defence. We also deliver service management, including service desk, for the Australian Tax Office, supporting 25,000 ATO end users.

Are you an experienced and talented Incident\Problem Coordinator? We have a great opportunity for a passionate and dedicated coordinator to join our team based in Canberra, providing ITIL based coordination of Incidents and Problems in our collaborative technical delivery environment.

This position will work closely with our Enterprise Operations Centre and technical resolver groups, ensuring that permanent solutions are found for defects and incidents through effective Incident Management and proactive management of Problems, working closely with our primary Service Management team and the client’s multi-vendor service integrator.

In this role, you will:

• Facilitate required meetings under potentially stressful conditions,
• Coordinate technical information related to significant business impacting events,
• Create and manage incident\problem records using ITIL standards,
• Ensure timely and successful completion of related work tasks and incident updates,
• Coordinate with support personnel to find a workaround, temporary fix or to improve the communication flow during high priority incidents,
• Send timely and appropriate communications throughout the life of a problem Investigation,
• Alert support groups of high priority incidents that are about to miss SLA,
• Manage and escalate high priority or backlog incidents,
• Identify trends in SLA breaches and work with the relevant support group to ensure corrective plans are in place,
• Report on total number of incidents that breached SLA and by resolver group,
• Understand and comply with the company and client policy and procedures,
• Create, maintain and ensure awareness of processes to all staff,
• All high severity Incidents have communication sent within SLA and in accordance with agreed format,
• Write up Executive Summary level documentation for highly visible investigations, and
• Submit reports on time with high quality and accuracy.

We are looking for a team member who has a strong customer focus, is outcome driven, and has the ability to interpret the needs of our client by bringing the below:

• A demonstrated ‘can-do’, pro-active approach with the ability to understand the business, identify issues and develop relationships to achieve client objectives,
• Meeting facilitation skills with the ability to perform in high pressure situations,
• Resiliency and confidence dealing with complex situations and people,
• Strong critical thinker with the analytical skills to lead the resolution process for complex problems where analysis of situations or data requires in-depth evaluation,
• Demonstrated experience in applying relevant ITIL practices, standards and regulations in a rigorous change management environment,
• Ability to work autonomously or with minimal supervision, and deliver completed work on schedule,
• Communicate complex information in simple terms (oral and written) for both technical and business teams,
• Excellent relationship management skills, written and verbal,
• 5+ years of experience providing coordination of incidents and problems in the Information Technology industry, and
• ITIL V3 or 4 Foundations - highly advantageous.

This role does require the successful applicant to be an Australian Citizen and be eligible to obtain a Australian security clearance.

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions.