ITSM Application Support Specialist

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

Benefits offered by this job

Life Days up to 12 extra days off per年

Headspace access

MeQuilibrium access

On-demand courses

Career development opportunities

Flexible work arrangements

Job summary

Leidos Australia is seeking an ITSM Application Support Specialist to provide advanced Ivanti Neurons ITSM support. You will troubleshoot incidents, analyse logs, and coordinate specialist assistance to restore services.

The role involves CMDB validations, configuring workflows, and maintaining security compliance across user access and settings. You will join a team delivering modern IT services for Australian federal and state government customers, with a strong focus on reliability, security,

Qualifications

• Experience administering, configuring or supporting Ivanti Neurons ITSM in production.
• Proficiency with access controls, workflows, forms and notifications.
• Experience supporting CMDB data imports, validation and updates.
• Ability to diagnose application and integration issues and coordinate specialist support.
• IT qualifications or vendor training; ITIL Foundation and Ivanti training desirable.

Responsibilities

• Provide advanced support for Ivanti Neurons ITSM incidents and requests.
• Investigate logs, transactions and application behavior to restore services.
• Administer Ivanti Neurons ITSM including user access and security compliance.
• Configure workflows, business rules, forms and service catalogue items.
• Deliver operational reporting and continual service improvement initiatives.

Skills

Ivanti Neurons ITSM

Access controls

Workflows

CMDB data imports & updates

Issue diagnosis & log analysis

ICT qualifications / training

Education

Relevant ICT qualifications

ITIL Foundation (desirable)

Ivanti product training/certification (desirable)

Tools

Ivanti Neurons ITSM

Job description

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 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 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.

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

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.