ITSM Tooling Specialist — Jira & ITIL Expert

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

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.