ITSM Administrator

Leidos; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flex Your Way

Wellbeing Support

Learn Without Limits

Impactful Projects

Job summary

Leidos Australia is seeking an ITSM Tooling Specialist to join its Geo Spaces Team. You will design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, and reporting to support Incident, Request, Problem, Change, and Knowledge Management.

Collaborating with Service Delivery, Engineering, Architecture, and Business stakeholders, you will translate policies into practical tooling that improves visibility, compliance, and outcomes while maintaining auditability

Qualifications

• Experience configuring and administering Jira Service Management workflows, schemes, automations, SLAs, and reporting.
• Practical experience applying ITIL Service Management processes (Incident, Request, Problem, Change, Knowledge) through tooling.
• Ability to translate policies and stakeholder requirements into fit-for-purpose system designs and workflows.

Responsibilities

• Design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting, and governance controls.
• Partner with Service Delivery, Engineering, Architecture, and Business stakeholders to translate operational policies into practical tooling.
• Support and govern multiple environments and instances with controlled configuration promotion and auditability.
• Develop dashboards, reporting, and knowledge management capabilities to provide actionable insights and improve service performance.

Skills

Jira Service Management

ITIL

Stakeholder collaboration

Governance & auditability

Tools

Jira Service Management

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.

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.

• 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 operati