ITSM Administrator

Description

• 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 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 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.

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. It'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 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 - 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 Careers 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Client-provided location(s): Canberra, Australia

Job ID: Leidos-R-00175193

Employment Type: FULL_TIME

Posted: 2026-02-04T18:50:13