Itil Incident Coordinator

2 weeks ago

Canberra, Australia Leidos Full time

Company Description

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

**Job Description**:
Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career. CP is a key ICT program with the Department of Defence to supply IaaS, PaaS and SaaS to underpin Australia’s largest private cloud network.

The role of the ITIL Incident Coordinator is within the Incident Management team, the Incident Management process ensures restoration of high priority Incidents within SLA, along with Incident backlog management, production of Post Incident Reviews and hosting technical bridges, these are a few of the activities you will be responsible for. You will routinely interact with all levels of management and engaging with technical SMEs across a broad range of disciplines, ensuring quality information is recorded in all incident tickets.

**Overview**
- Keep track of progress against incident SLA's
- Ensuring all Incident cases and records are accurately maintained and are of quality in content
- Manage queues and group mail boxes and triage based on urgency & priority
- Managing backlog of lower priority incident tickets and escalations to resolver and queue managers
- Chair Conference/Technical Bridge calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident, after a period of training.
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication via approved systems
- Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running of the incident process in concert with the Incident Process owner
- Ensure document management processes including templates, work instructions, knowledge base articles and registers are maintained
- Coordinate & distribute reporting and communications as per process
- Complete Post Incident Reports and ensure the quality of information therein
- Ensure outage records are complete for each incident that requires it to measure availability with assistance from the Availability Manager if required
- Strong customer service focus with the ability to empathise as well as prioritise
- Other duties as required

**Qualifications**:

- Experience in a Service Desk or Incident Management team
- Working knowledge of ServiceNow an advantage
- Good technical understanding across the board is an advantage
- Demonstrated ability to build and maintain effective working relationships across all levels
- Strong interpersonal skills and a proven ability to talk comfortably and knowledgeably with a wide range of stakeholders
- Excellent communication (verbal and written) skills
- Highly effective in managing multiple, concurrent activities, while understanding and managing priorities
- Strong conceptual, analytical and interpretive skills with high level of attention to details

Additional Information
**This full time permanent position is based onsite from Civic, Canberra and Harmon base and will require the successful applicant to be an Australian Citizen and hold a current Defence NV-1.

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