ITSM Tooling Specialist: Jira Service Management & ITIL

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

Job summary

Leidos Australia is seeking an ITSM Tooling Specialist within the Geo Spaces Team to support a Defence program with reliable, auditable ITIL-aligned service delivery. You will design, configure, and govern Jira Service Management workflows, SLAs, and reporting to cover Incident, Request, Problem, Change, and Knowledge Management.

You will collaborate with Service Delivery, Engineering and Business stakeholders to translate policies into practical tooling, manage multi-environment configurations,

Qualifications

• 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 (Incident, Request, Problem, Change, Knowledge) 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 governance, auditability and change control.
• Analytical capability to interpret service data, identify trends, and provide recommendations to improve operational performance.
• Effective communication and stakeholder engagement skills for cross-team collaboration.
• Certifications in Jira/Jira Service Management or ServiceNow integration are advantageous.
• Knowledge of defence/government regulatory environments is a plus.

Responsibilities

• Design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting, and governance controls for Incident, Request, Problem, Change, and Knowledge Management.
• Partner with Service Delivery, Engineering, Architecture, and Business stakeholders to translate policies into practical tooling that improves governance, visibility, and resolution outcomes.
• Support and govern multiple environments and instances, implementing controlled configuration promotion, segregation, and audit-ready practices.
• Develop dashboards, trend analyses, reporting, and knowledge management capabilities that provide actionable insights and drive data-driven decisions.

Skills

Jira Service Management

ITIL

Stakeholder engagement

Governance

Reporting

Analytics

Multi-environment

Tools

Confluence

Job description

Leidos Australia is seeking an ITSM Tooling Specialist within the Geo Spaces Team to support a Defence program with reliable, auditable ITIL-aligned service delivery. You will design, configure, and govern Jira Service Management workflows, SLAs, and reporting to cover Incident, Request, Problem, Change, and Knowledge Management.

You will collaborate with Service Delivery, Engineering and Business stakeholders to translate policies into practical tooling, manage multi-environment configurations,