Itil Problem Manager

Company Description
**About Leidos**

We're a large scale complex 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 people global network, we're growing fast.

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.

At Leidos, we've built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.

**Job Description**:
**The Opportunity**

We are seeking an ITIL Problem Manager with the passion to bring an enduring positive impression into our operations and refine how processes and policies define our enablement culture. This is a great opportunity to join our team, don't work in an internal IT Department, make the move to a prime systems integrator for defence, where there are consistent opportunities to develop and scope to work on really interesting things.

**Duties**

Under the general direction of the Problem Manager Team Lead, you will be tasked to:

- Provide ITIL Problem Management services to the program whilst working towards best practice approaches to Problem Management and sharing knowledge across the Problem Management team;
- Provide on time, meaningful and high quality reports with detailed analysis targeted at the right audience;
- Participate in the Continual Improvement program across relevant process areas;
- Provide input to process changes across the multi-vendor environment, including delivery of ongoing training and development activities;
- Ensure adherence to Governance structures for all new process design and existing process change;
- Review all process improvement suggestions, including analysis of operational impact on customer, suppliers and internal delivery, and provide recommendation of solutions
- Coordinate with internal and external stakeholders to manage Problem Root Cause Analysis activities
- Coordinate and track the Permanent Corrective Actions of the technical support team for Problem remediation
- Drive robust workarounds for repeat Problems with no Root Cause identified
- Record, maintain, manage and report on Problem Management metrics to enable visibility and success of the process
- Collaborate with the clients Community of Practice to support improved processes
- Assist in identifying critical success criteria's and develop KPI's that can adequately measure success in Problem Management
- Production of Standard Operating Procedures (SOP's) to assist in day to day running Problem Management activity
- Assist in the development of Knowledge Articles to support the Known Error process and assist users to self help
- Other Service Delivery Team related duties as required.

**Attributes - About you**

You are methodical and you demonstrate an exceptional attention to detail in your approach to solving problems and delivering work products.

You will always do the right thing, not necessarily the easy thing. You take accountability for outcomes, and you are generous in your actions and outputs.

You tackle problems with independent and critical thought and you never stop caring about the work products you manage.

You work well in an environment where you can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which you are assigned.

You are self-directed and don't tend to wait for management direction if you can see what needs to be done. You take end-to-end ownership of an outcome and collaborate with everyone who needs to be involved in creating that outcome.

**Qualifications**:
**Skills and Qualifications**

About You and What You'll Bring
- Manage incoming workload queues to meet Contract requirements and Service Levels
- Demonstrated experience in effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
- Demonstrated experience in direct communications with customers related to receipt, clarification and reporting of status on requests
- Demonstrated experience in developing and maintaining relationships with both the team and the customer
- Demonstrated experience in tracking, collecting and reporting of metrics
- Experience working with Federal Government departments or agencies (desirable)
- ITIL Foundation Certificate (desirable)

And of course, you need the usual:

- Good presentation, engagement, and communication skills (written & verbal)
- Customer focu