ITSM Administrator

• 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.

• Were a Family Friendly certified workplace we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here 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 worlds toughest challenges in government intelligence defence aviation border protection and health markets.

Your New Role and Responsibilities

This role will enable reliable ITILaligned 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 userfriendly.

You will develop and maintain fitforpurpose 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 multienvironment 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 Youll 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

Dont worry if you dont tick all the boxes if you meet most of them we encourage you to submit your application. Were 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.

Diverse 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 driving innovation. Inclusion is at the heart of our culture and is one of our core values. Its 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 Advocacy Groups (Women and Allies NetworkYoung 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) 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 Careers team if youd like to discuss any additional support during your application or throughout the recruitment process.