ITSM Administrator position at Leidos.| Australia

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Leidos ITSM Administrator

Experience: General

Pattern: full-time

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Canberra, Aust..........Australia

Accrue up to an extra 12 days of leave per year through our Life Days program. Work with world leading technology business at the forefront of innovation. We’re a ‘ Family Friendly ’ certified w orkplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them. O ur team feel Leidos is a g reat p lace to w ork . L earn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers Do Work That Matters Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life . Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets. Your New Role and Responsibilities This role will enable reliable, ITIL‑aligned service delivery by configuring and governing the Jira and ITSM toolset — with a focus on workflows, fields, forms, SLAs, automations, request types, and reporting. This role also supports multiple environments and instances used across the program and will align to ITIL processes (Incident, Request, Problem, Change, Knowledge) to ensure they are consistently enabled in tooling and remain accurate, auditable, and user‑friendly. You will develop and maintain fit‑for‑purpose workflows that reduce cycle times, raise FCR, and improve SLA compliance. Hold a key role in working with our Architects and Business Partners to develop strategies for multi‑environment usage which is supported with controlled configuration promotion and appropriate segregation. The program relies on consistent, transparent workflows and data to sustain mission systems. This role turns policy into practice in the toolset, improving service predictability, accelerating resolution, and enabling meaningful performance insights. Design, configure, and maintain ITSM workflows, issue types, fields, screens, SLAs, queues, and permission schemes for Incident, Request, Problem, Change, and engineering backlogs Translate ITIL process policies and SOPs into tool behaviours, including categorisation, priority rules, SLA policies, PIR/Problem linkages, and Known Error/Workaround management Build low-risk automations and coordinate integrations with ServiceNow/other ITSM modules to improve efficiency while maintaining auditability and change control Curate and maintain Confluence knowledge content, templates, macros, and service catalog entries to support self-service and first contact resolution Produce dashboards, reports, trend analyses, and insights to drive continual improvement and inform leadership decision-making Partner with Help Desk, Engineering, and Delivery teams to refine tool configuration, provide coaching, and ensure compliance with access, governance, and change management practices What You’ll Bring to Make An Impact Proven experience configuring Jira/Jira Service Management (workflows, schemes, automations, SLAs, queues, forms) across multi-project, multi-environment contexts Practical application of ITIL processes (Incident, Request, Problem, Change, Knowledge) through tool configuration and reporting Strong stakeholder engagement skills, with the ability to translate process and policy into usable tooling designs Highly detail-oriented, with an analytical mindset and ability to interpret operational data into actionable insights or guidance Proactive, improvement-focused, and able to uplift process maturity and user experience while working independently in complex environments Atlassian certifications, familiarity with ServiceNow data models, and experience in secure/Defence or multi-vendor environments highly regarded Don’t worry if you don’t tick all the boxes – if you meet most of them, we encourage you to submit your application . We’re most interested in your strengths, what you want to learn and how far you want to go. This role does requires the successful applicant to be an Australian Citizen and hold an active TSPV Clearance , accompanied by the ability to be successful for a DISA/OSA. Di verse Team Members , Shared Values and a Common Purpose Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives d riving innovation. Inclusion is at the heart of our culture and is one of our core values . I t's about creating a workplace where everyone can do important work, feels welcome, valued , and respected, and has equal access to opportunities to thrive. Paul Chase – Chief Executive , Leidos Australia. Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace . We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups. Our five A dvocacy G roups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community . Next Steps To apply for this role, follow the links or apply via our Careers page. Recruitment process - 1 virtual interview or 1 face to face, a psychometric test & background checks . Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1. We are committed to making our recruitment process accessible to all candidates. Please contact our C areers team careers.au@au.leidos.com if you ’d like to discuss any additional support during your application or throughout the recruitment process . If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares. Original Posting: For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

ITSM Administrator job opportunity at Leidos.

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