Job Description

About the role

Based in Darwin, the Problem Coordinator is accountable for the effective delivery and governance of the Problem Management function across multiple client accounts. This role is central to reducing the impact of recurring incidents on business operations by ensuring underlying causes are identified, analysed, and permanently resolved.

Operating within a complex, multi-customer environment, the Problem Coordinator brings strong analytical capability, a solid understanding of ITIL frameworks, and excellent coordination and communication skills. A proactive and methodical approach to problem-solving is essential to drive continuous service improvement.

The role involves close collaboration with Service Delivery, Service Centre, and Change Management teams to ensure Problems are identified early, managed effectively throughout their lifecycle, and resolved within agreed timeframes. The Problem Coordinator also plays an active role in service improvement initiatives, promoting best‑practice Problem Management and clear ownership across stakeholders.

Skills & Experience Required

• Demonstrated knowledge of Problem Management and Change Management practices.

• Experience working within an ITIL‑based service management environment.

• Strong multitasking ability with the capacity to manage competing priorities.

• Highly articulate, detail‑oriented, and methodical in approach.

• Excellent interpersonal, organisational, and stakeholder engagement skills.

• Clear and effective written and verbal communication skills.

• Proven ability to work collaboratively within a team and build strong relationships at all levels of the organisation.

• Proficiency in Microsoft Office applications, particularly Excel, for data analysis, reporting, and trend analysis.

Key Responsibilities

• Lead and coordinate Problem investigations across multiple client accounts.

• Manage the end‑to‑end lifecycle of Problems, from identification and analysis through to resolution and formal closure.

• Facilitate Root Cause Analysis (RCA) sessions and document outcomes in line with ITIL standards.

• Ensure timely resolution of Problems and the implementation of preventive and corrective actions to prevent recurrence.

• Monitor and maintain the accuracy and quality of all Problem Management records and tickets in accordance with established processes.

• Analyse Incident data and trends to identify emerging, recurring, or potential Problems.

• Maintain and continuously improve Problem Management processes, procedures, and documentation.

• Collect operational data and produce regular reports on Problem trends, performance metrics, and service improvement opportunities.

• Set, review, and validate Problem priorities in consultation with Service Delivery and Service Centre Managers, considering business and client impact.

• Adhere to and advocate for Change and Problem Management processes, ensuring alignment across all activities.

• Participate in relevant meetings and forums to support continuous service improvement and accountability.

If you're ready to take the next step in your networking career, we'd love to hear from you!

About the company

NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business, and government customers.

We are shaping the most efficient businesses and creating a safer society by solving tomorrow’s technology challenges.

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NEC is an equal opportunity employer that welcomes and encourages applications from all backgrounds, communities, and industries. We are committed to maintaining a diverse and supportive environment, so we can thrive together!