ITSM Specialist

Description

• 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

The ITSM Specialist supports high-quality, user-focused IT services aligned to the ITIL 4 framework. This role provides hands-on 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, people-focused environment and is comfortable taking ownership of ITSM practices end-to-end - ensuring clarity, consistency, and high-quality outcomes across all service-management 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® 4-aligned services and ensure consistent application of all service-management practices across the engagement.
• Author, maintain, and manage Practice Execution Playbooks - defining inputs/outputs, RACI, tooling, controls, and quality measures - while ensuring they are version-controlled, 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 You'll 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, self-driven, 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. 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 - virtual / face to face interview & 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-00177901

Employment Type: FULL_TIME

Posted: 2026-03-10T19:19:43