AI-Driven ITSM Change Specialist (Entry-Level)

Leidos; Norfolk (VA); Hybrid; USD 58,000 - 105,000; Full time

Job summary

Leidos seeks entry-level Change Ticket Coordinators for the SMIT program to manage design and network change tickets in approved ITSM systems, supporting efficiency, compliance, and AI-driven tooling across the Navy Enterprise Network.

The role focuses on creating, updating, and closing tickets, tracking requirements, providing updates, and collaborating with engineering and project management teams; US citizenship and eligibility for government clearance are required.

Qualifications

• 1+ years of experience in IT operations, service management, or change management (internship or entry-level acceptable).
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a fast-paced, cross-functional environment.
• U.S. citizenship and eligibility for government clearance (required for SMIT program).

Responsibilities

• Create, update, and close Unified Change tickets in ITSM systems.
• Use AI tools to collect, validate, and populate ticket fields.
• Track requirements, deliverables, and approval gates throughout the ticket lifecycle.
• Provide status updates for leadership every 2-4 weeks, aligned to sprint cycles.
• Maintain accurate records for notifications and audit readiness.
• Collaborate with engineering and project management teams to ensure compliant change data.
• Identify and escalation issues in the ticket lifecycle.
• Contribute to continuous improvement of templates, catalog services, and automation workflows.

Skills

Attention to detail

Written and verbal communication

Collaborative teamwork

US citizenship

Education

Associate’s or Bachelor’s Degree in IT, Engineering, Computer Science, or related field

Tools

ITSM systems: BMC Helix, ServiceNow, Jira

Job description

Leidos seeks entry-level Change Ticket Coordinators for the SMIT program to manage design and network change tickets in approved ITSM systems, supporting efficiency, compliance, and AI-driven tooling across the Navy Enterprise Network.

The role focuses on creating, updating, and closing tickets, tracking requirements, providing updates, and collaborating with engineering and project management teams; US citizenship and eligibility for government clearance are required.