ITSM Application Support Specialist

Leidos Australia; Canberra; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Life Days

Part-time options

Headspace & MeQuilibrium access

Learning & development courses

Impactful national projects

Career development

Job summary

Leidos Australia is hiring an ITSM Application Support Specialist to provide advanced support for Ivanti Neurons ITSM and related integrations in a government-facing environment in Canberra.

The role combines troubleshooting with product administration, reproducing issues, analysing logs, validating restoration, and coordinating specialist support to ensure service continuity.

Qualifications

• Experience administering Ivanti Neurons ITSM or comparable enterprise ITSM in production.
• Strong knowledge of access controls, workflows, business rules, forms, notifications, service catalogue management and reporting.
• Experience supporting CMDB capabilities and large data imports with validation and mapping.
• Ability to diagnose application and integration issues, analyze logs and coordinate specialist support.
• ITIL Foundation and Ivanti training or certification are desirable.
• Australian citizen and NV-1 security clearance required.

Responsibilities

• Provide advanced ITSM support for Ivanti Neurons ITSM incidents and requests, including integrations, analyzing logs and restoring services.
• Support CMDB capabilities, including bulk uploads, source validation, and outcome verification.
• Administer and maintain Ivanti Neurons ITSM, including user access, settings, health and security compliance.
• Configure and optimise workflows, rules, forms, notifications, service catalogue items and access visibility.
• Deliver operational reporting, maintain orchestration capabilities and contribute to continual service improvement.

Skills

Ivanti Neurons ITSM

ITSM administration

Incident investigation

Logs analysis

Education

ICT qualifications

ITIL Foundation (desirable)

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.

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 Civil Digital Modernisation business delivers IT services to Australian Federal and State Government departments and agencies to accelerate digital modernisation and ensure secure, resilient, and adaptive environments that meet evolving regulatory, compliance, and business needs. Our approach integrates advancing data, AI, cloud, and automation delivering agility, security, efficiency, and innovation at scale.

The Opportunity

The ITSM Application Support Specialist provides advanced support for Ivanti Neurons ITSM and the teams that depend on it. The role is a technical investigation point for incidents and requests that cannot be resolved through routine support.

The position combines troubleshooting with product administration. It reproduces issues, analyses application and existing integration behaviour, investigates CMDB import failures, identifies trends, coordinates specialist support and validates restoration.

Key Responsibilities

• Provide advanced support for Ivanti Neurons ITSM incidents, service requests and approved existing integrations, investigating logs, transactions and application behaviour to restore services.
• Support configured CMDB capabilities, including bulk uploads and updates, source file validation, import investigation and outcome verification.
• Administer and maintain Ivanti Neurons ITSM, including user access, permissions, application settings, product health and security compliance requirements.
• Configure and optimise approved workflows, business rules, forms, notifications, service catalogue items, fulfilment workflows and role‑based access visibility.
• Deliver operational reporting and dashboards, maintain approved orchestration capabilities and contribute to continual service improvement initiatives.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

Skills & Experience

• Experience administering, configuring or supporting Ivanti Neurons ITSM or a comparable enterprise ITSM platform within a production environment.
• Strong practical knowledge of access controls, workflows, business rules, forms, notifications, service catalogue management, request fulfilment and reporting.
• Experience supporting CMDB capabilities and controlled bulk data imports and updates, including validation, mapping, verification and exception management.
• Demonstrated ability to diagnose application and integration issues, analyse logs and transaction outcomes, coordinate specialist support and validate recovery activities.
• Relevant ICT qualifications, vendor training or equivalent practical experience. ITIL Foundation and Ivanti product training or certification are desirable.

This role requires the successful applicant to be an Australian citizen and hold a NV-1 level security clearance.

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.

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.