Service Coordinator Configuration, Capacity and Availability

• IT & Telecomms
• Consultant - Other
• Sydney
• Permanent / Full Time

• $85,000 - $90,000 + Super + 5% VR
• 50/50 Hybrid WFH
• 4th Best Place to Work in Australia

About AC3

At AC3, our purpose is simple: make technology real. We help organisations turn technology into practical outcomes that support customers, improve services and solve real operational problems.

We are practical, customer-focused and grounded in the AC3 Way: Work Wise, Work Humble and Work Honest.

The opportunity

We are looking for a hands-on Service Management Coordinator to support the day-to-day operation of Configuration, Capacity and Availability Management within a multi-provider SIAM environment.

This is a coordination role, not a practice ownership position. You will validate service data, maintain CMDB and reporting records, coordinate governance activities, follow up actions and escalate exceptions to SIAM leadership.

It is a strong next step for someone with 2-3 years of experience in IT service management, service operations, reporting or coordination who wants broader SIAM exposure and a role where accuracy, follow-through and clear communication matter.

What you will be doing

• Maintain assigned CMDB records and support data quality across managed Configuration Items.
• Run scheduled data checks, reconciliation activities and asset-class audits using agreed procedures.
• Investigate discrepancies with service providers and operational teams, document evidence and track corrective actions.
• Collect and consolidate capacity, utilisation and forecast data, maintaining thresholds, risks and action registers.
• Compile service availability data and validate calculations against agreed service hours and exclusions.
• Prepare Configuration, Capacity and Availability dashboards, monthly reports and governance packs.
• Coordinate forums, agendas, minutes, reporting calendars and action registers.
• Maintain process documentation, templates, evidence and operational work instructions.
• Support CMDB health assessments, service reviews, assurance activities and approved reporting improvements.
• Escalate critical discrepancies, disputed results, material risks and overdue provider obligations.

What you will bring

• 2-3 years of experience in IT service management, service operations, reporting or a similar coordination role.
• Practical exposure to Configuration Management, CMDB administration, IT asset data or service reporting.
• Experience coordinating meetings, action registers and recurring reporting activities.
• Confidence investigating data inconsistencies and following issues through to resolution or escalation.
• Intermediate to advanced Excel skills, including lookups, pivot tables and data reconciliation.
• Working knowledge of ServiceNow or a comparable ITSM platform.
• A sound understanding of ITIL practices and the importance of accurate, auditable service records.
• Clear written and verbal communication, strong attention to detail and disciplined follow-through.
• Australian citizenship and eligibility to obtain an Australian Government NV1 security clearance.

Highly regarded

• Experience in a multi-provider or SIAM environment.
• Exposure to Capacity or Availability Management reporting.
• ServiceNow Reporting or Performance Analytics experience.
• Experience supporting audits, assurance or compliance activities.
• ITIL 4 Foundation, ServiceNow or SIAM Foundation certification.

Why this role is worth a look

• Build practical breadth across three connected IT service management practices.
• Develop your ServiceNow, CMDB, reporting and governance capability in a complex service environment.
• Work with customers, providers and operational teams where accurate data supports real decisions.
• Take a genuine step forward without being expected to own policy, strategy or the entire practice.
• Join a team that values practical outcomes, clear communication and reliable follow-through.

The AC3 Way

We would love for you to experience the AC3 Way:

Work Wise - as one AC3, we put our combined skills to work to ensure we do more good, for much less. All in service of our customers and each other.

Work Humble - as a team, we bring our authentic selves to the world of tech. It is our down-to-earth, humble nature that makes us unique and easy to work with.

Work Honest - we are here to do an honest day's work, individually and as a team. We are constantly looking for opportunities to take the initiative and implement practical solutions.

Ready to make technology real?

Apply now with your CV and a short summary of your experience across CMDB, ITSM, service reporting or service coordination.