Green Light is supporting a leading organisation with need for multiple Incident and problem Coordinators. This role supports a wider IT support team including Service Desk and Field Services and will be responsible for day-to-day Incident and Problem coordination in a multi-vendor environment. We have multiple openings in a new team for proactive, enthusiastic and technically savvy co-ordinators Location: CanberraSecurity Clearance: Baseline or higherPermanent Position Your day will include:Attending and contributing to process related meetings such as Daily Operations, Change Advisory Board, Problem Review BoardActing as an escalation path for Service Desk activities and assisting in coordinating and engaging other Service ProvidersMaintaining high standards of written and verbal communicationsParticipating in weekly governance meetingsPerforming routine service management duties, including: Generating and distributing reports and/or providing dashboards for Govt Client/SIAM IntegratorMonitoring Incident Records for completeness for internal supportParticipating in post Incident reviewsEngaging Problem management Root Cause Analysis and provide support for Problem RecordProviding capture support for MIM processes and engages with colleagues to coordinate service activities including: Gathering information about the incidentAssisting with assessing the business impactDocumenting the root cause of the incidentEngaging with internal resources, clients and/or third-party vendors to manage ESM processesAdhering to in-scope processes (Service Levels, XLA and/or operational levels) for government clients and strategic partnersAnalysing Incident records and assisting with the identification of trends and providing input into proactive Problem investigationsDetecting and reporting reoccurring issuesAssisting and collaborating with Knowledge Management in documenting workarounds and known errors You will be successful in this role if you have: ITIL v4 certification, or ITIL v3 with the ability to obtain ITIL v412 months or more experience in Incident or Problem Management rolesExperience with Knowledge Management, Service Request Management and Change and Release Management (desired but not required)Experience within a multi-vendor environmentExperience working with different levels of stakeholders and clients Does this role sound like something which you would be interested in discussing further? Then feel free to give me a buzz on 61 (0)******** or flick your resume at (email protected) Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe