ITSM Administrator

Leidos; Canberra; On-site; AUD 120,000 - 170,000; Full time

Job summary

Leidos Australia is seeking an ITSM Tooling Specialist within the Geo Spaces Team to support a Defence program with reliable, auditable ITIL-aligned service delivery. You will design, configure, and govern Jira Service Management workflows, SLAs, and reporting to cover Incident, Request, Problem, Change, and Knowledge Management.

You will collaborate with Service Delivery, Engineering and Business stakeholders to translate policies into practical tooling, manage multi-environment configurations,

Qualifications

• Experience configuring and administering Jira Service Management including workflows, schemes, automations, SLAs, request types, forms, queues, permissions, and reporting.
• Practical experience applying ITIL Service Management processes (Incident, Request, Problem, Change, Knowledge) through tooling and operational processes.
• Ability to translate policies, procedures, and stakeholder requirements into fit-for-purpose system designs and workflow solutions.
• Experience supporting multi-project or multi-environment service management platforms with governance, auditability and change control.
• Analytical capability to interpret service data, identify trends, and provide recommendations to improve operational performance.
• Effective communication and stakeholder engagement skills for cross-team collaboration.
• Certifications in Jira/Jira Service Management or ServiceNow integration are advantageous.
• Knowledge of defence/government regulatory environments is a plus.

Responsibilities

• Design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting, and governance controls for Incident, Request, Problem, Change, and Knowledge Management.
• Partner with Service Delivery, Engineering, Architecture, and Business stakeholders to translate policies into practical tooling that improves governance, visibility, and resolution outcomes.
• Support and govern multiple environments and instances, implementing controlled configuration promotion, segregation, and audit-ready practices.
• Develop dashboards, trend analyses, reporting, and knowledge management capabilities that provide actionable insights and drive data-driven decisions.

Skills

Jira Service Management

ITIL

Stakeholder engagement

Governance

Reporting

Analytics

Multi-environment

Tools

Confluence

Job description

Description

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.

• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.

• Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.

• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.

• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.

• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

The Mission Software Solutions business delivers customized and off-the-shelf software solutions to Defence, Intelligence and other Government sectors. The business also builds capabilities that can be used for a wide range of applications in both traditional and non-traditional environments; providing leadership in the advancement of technological modernisation of complex enterprises within Government.

The Opportunity

As the ITSM Tooling Specialist, with our Geo Spaces Team, you will play a pivotal role in enabling reliable, auditable, and ITIL-aligned service delivery across a complex Defence program environment. Working at the intersection of service management, tooling, governance, and operational excellence, you will ensure Jira and ITSM platforms effectively support critical mission and support services while driving continual improvement and user experience outcomes.

Responsibilities

You will:

• Design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting, and governance controls that support Incident, Request, Problem, Change, and Knowledge Management processes.

• Partner with Service Delivery, Engineering, Architecture, and Business stakeholders to translate operational policies and ITIL practices into practical, user-friendly tooling that improves service visibility, compliance, and resolution outcomes.

• Support and govern multiple environments and instances, implementing controlled configuration promotion, appropriate segregation, and sustainable practices that maintain auditability and minimise operational risk.

• Develop dashboards, trend analysis, reporting, and knowledge management capabilities that provide actionable insights, improve service performance, increase first contact resolution, and support data-driven decision making across the program.

About You

You are someone who enjoys improving how services are delivered by combining process knowledge, tooling expertise, and an eye for continuous improvement. You can translate business and operational requirements into effective system configurations and work collaboratively with technical and non-technical stakeholders to deliver measurable service outcomes.

Essential:

• Experience configuring and administering Jira Service Management, including workflows, schemes, automations, SLAs, request types, forms, queues, permissions, and reporting.

• Practical experience applying ITIL Service Management processes including Incident, Request, Problem, Change, and Knowledge Management through tooling and operational processes.

• Ability to translate policies, procedures, and stakeholder requirements into fit-for-purpose system designs and workflow solutions.

• Experience supporting multi-project or multi-environment service management platforms with a focus on governance, auditability, and change control.

• Analytical capability to interpret service data, identify trends, and provide recommendations that improve operational performance and customer outcomes.

• Effective communication and stakeholder engagement skills, with the ability to build productive relationships across service delivery, engineering, and business teams.

Advantageous:

• Atlassian certifications or formal training in Jira and Jira Service Management administration.

• Experience integrating Jira Service Management with ServiceNow or other enterprise service management platforms.

• Knowledge of ITSM reporting, service metrics, continual service improvement, and operational performance monitoring.

• Experience working within Defence, National Security, or other highly regulated environments where governance, compliance, and audit requirements are critical.

• Familiarity with Confluence administration, knowledge management practices, and self-service portal development.

This role does require the successful applicant to be an Australian Citizen who holds an active TSPV Security Clearance accompanied by the ability to be successful for a DISA/OSA .

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws.

Leidos is an equal opportunity employer/disability/vet.