Service Management Platform Specialist

Leidos; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

Leidos Australia seeks a Service Management Platform Specialist to ensure Ivanti Neurons ITSM stays effective, supported, and aligned with approved service requirements.

You will administer the product, translate approved requirements into configuration changes, enable CMDB use, support existing integrations and contribute recommendations through continual service improvement.

Qualifications

• Experience administering, configuring or supporting Ivanti Neurons ITSM in a production environment.
• Practical experience configuring access controls, workflows, forms, notifications, service catalogue items and reporting.
• Experience supporting CMDB capability and controlled bulk imports or updates, including validation and mapping.

Responsibilities

• Maintain, configure and optimise Ivanti Neurons ITSM workflows, forms, notifications and service catalogue items.
• Support CMDB capability including forms, rules, reporting and bulk uploads/updates.
• Provide Level 2/3 support for Ivanti incidents and integrations, including remediation and restoration validation.
• Administer Ivanti Neurons ITSM platform settings, user access, roles and patch management.
• Deliver operational reporting and dashboards and contribute to continual service improvement.

Skills

Ivanti Neurons ITSM

ITSM configuration

CMDB management

Access controls

Workflows & forms

Reporting & dashboards

Incident handling

Education

ITIL Foundation/ Ivanti training 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 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 Service Management Platform Specialist helps ensure Ivanti Neurons ITSM remains effective, supportable and aligned with approved service requirements.

Working at the intersection of technology and service management, the role administers the product, translates approved requirements into controlled configuration changes, enables CMDB use, supports existing integration incidents and contributes recommendations through continual service improvement.

Key Responsibilities

• Maintain, configure and optimise approved Ivanti Neurons ITSM workflows, business rules, forms, notifications, service catalogue items, request fulfilment workflows and role-based visibility.
• Support CMDB capability including forms, rules, reporting and controlled bulk uploads and updates, validating source files and investigating failed or duplicate imports.
• Provide Level 2 and Level 3 support for Ivanti incidents, service requests and approved existing integrations, including analysis, remediation and service restoration validation.
• Administer Ivanti Neurons ITSM platform settings, user access, roles, permissions and product health, while supporting patches, releases and updates in line with security and change requirements.
• Deliver operational reporting and dashboards, maintain approved native service orchestration capabilities and contribute recommendations through continual service improvement.

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.
• Practical experience configuring access controls, workflows, business rules, forms, notifications, service catalogue items, request fulfilment processes and reporting.
• Experience supporting CMDB capability and controlled bulk imports or updates, including validation, field mapping, verification and exception management.
• Ability to diagnose application and existing integration incidents, analyse logs and transaction results, coordinate specialist support and validate recovery outcomes.
• Relevant ICT qualifications, vendor training or equivalent 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.