ITSM Specialist

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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

The ITSM Specialist supports highquality userfocused IT services aligned to the ITIL 4 framework. This role provides handson execution of core service management practices including Incident Problem Change Service Configuration and IT Asset Management. Ensuring these practices are consistently performed to a high standard. The role develops and maintains documentation drives service maturity and directly contributes to performance and quality outcomes across IT services.

This position suits someone who thrives in a collaborative peoplefocused environment and is comfortable taking ownership of ITSM practices endtoend - ensuring clarity consistency and highquality outcomes across all servicemanagement activities.

While this is a non-technical role you will be required to have sufficient technical literacy to collaborate effectively with engineering and operations teams.

The role covers all practice areas at a breadth level and will engage subject matter experts for depth as needed.

Key Responsibilities

• Deliver ITIL 4aligned services and ensure consistent application of all servicemanagement practices across the engagement.

• Author maintain and manage Practice Execution Playbooks - defining inputs/outputs RACI tooling controls and quality measures - while ensuring they are versioncontrolled accessible and embedded in workflows.

• Monitor daily service priorities against SLAs including ticket reviews quality checks and creating/updating SLA/KPI reporting across practices.

• Prepare content for governance forums and represent technical teams while supporting Continual Improvement initiatives including identification prioritisation and benefits realisation.

• Collaborate with SMEs and suppliers to create maintain and enhance dashboards within Enterprise Service Management tools.

About You and What Youll Bring

• Experience in ITSM or Service Governance within an ITIL environment coordinating across multiple ITIL practices with broad knowledge across ITIL 4 (breadth over depth) and holding ITIL 4 Foundation (required).

• Demonstrated ability to create maintain and govern procedures SOPs and Practice Execution Playbooks including experience creating Service Management dashboards (highly desirable).

• Experience in IT Asset Management (highly desirable) and strong business analysis capability with understanding of asset and service management processes.

• Strong communication and stakeholder engagement skills works well in a team and is autonomous selfdriven organised and able to manage multiple practice workstreams.

• Baseline technical knowledge across infrastructure applications and integrations to collaborate effectively with technical teams along with experience using Enterprise Service Management tools (Ivanti preferred).

This role does require the successful applicant to be an Australian Citizen hold a minimum Baseline level security clearance and be willing and able to obtain an NV1 level.

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 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 - virtual / face to face interview & 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.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand 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.