ITSM Administrator

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

Benefits offered by this job

Life Days up to 12 extra days off per:

Headspace access

100%+ learning courses

Flexible career development

Job summary

Leidos Australia is seeking an ITSM Tooling Specialist to enable reliable, auditable ITIL-aligned service delivery within a Defence program. You will configure Jira Service Management, design workflows, and build dashboards to improve incident resolution and service visibility.

The role requires translating policies into practical system designs and working across multi-environment setups to maintain governance and auditability while driving continual improvement.

Qualifications

• Experience configuring Jira Service Management workflows, schemes, automations, SLAs, request types, forms, queues, permissions, and reporting.
• Applied ITIL practices across Incident, Request, Problem, Change, and Knowledge Management through tooling.
• Translate policies and stakeholder requirements into fit-for-purpose system designs.
• Experience supporting multi-project environments with governance, auditability and change control.
• Analytical ability to interpret service data and improve performance.
• Strong communication to collaborate with cross-functional teams.

Responsibilities

• Design, configure, and maintain Jira Service Management workflows and dashboards to support Incident, Request, Problem, Change and Knowledge Management.
• Translate operational policies into practical tooling with improved visibility and compliance.
• Manage multiple environments with controlled configuration promotion and auditability.
• Develop data-driven reporting and knowledge management to improve service outcomes.

Skills

Jira Service Management

ITIL

Stakeholder engagement

Governance & auditability

Dashboards & reporting

Tools

Confluence

ServiceNow integration

Job 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.

Description

About 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.

Benefits

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 customised 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.

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.

What To Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel
• Any role-specific assessment, technical discussion or customer step required for the position

We'll let you know what to expect before each stage, including who you'll meet and how to prepare. If you need any adjustments or support during the process, please let us know.

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 [e-mail].

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.