Problem, Knowledge & Event Coordinator
Core
Coordinate Problem, Knowledge, and Event Management practices within an ITIL 4 and SIAM shared-resource model to ensure service delivery priorities meet SLAs.
Role type
Senior IT Service Management Coordinator (Problem/Knowledge/Event)
Builds
Operational Playbooks, SOPs, and governance frameworks for IT service management
Domain
Defense & National Security / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL 4 framework expertise, SIAM model coordination, Problem/Knowledge/Event management, Playbook development, stakeholder facilitation, SLA monitoring
Preferred skills
ITIL Managing Professional certification, ServiceNow reporting, SIAM Foundations certification
Technologies
ServiceNow, ITIL 4, SIAM frameworks
Responsibilities
Lead day-to-day execution of Problem, Knowledge, and Event Management practices; Drive governance activities including reporting and SLA performance monitoring; Coordinate problem investigations and lead continual improvement initiatives; Develop and maintain operational Playbooks aligned with customer policies; Partner with technical teams to improve reporting and service automation
Seniority
Senior, hands-on IC
