AI-Enabled Change Ticket Coordinator (Entry‑Level)

Leidos

Washington (Washington County)

Hybrid

USD 63,000 - 105,000

Full time

12 days ago

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Job summary

Leidos seeks entry-level Change Ticket Coordinators for the SMIT program. The Change as a Service (CaaS) team will manage the lifecycle of design and network change tickets in the approved ITSM system.

It will support process efficiency and compliance by leveraging AI-driven tools and standardized templates for consistent and accurate ticket management across the Navy Enterprise Network (NEN). You will collaborate with engineering and project management, create and close tickets in

Qualifications

1+ years of IT operations or change management experience (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.

Responsibilities

Create, update, and close Unified Change tickets in ITSM systems (e.g., BMC Helix, Service Manager, ServiceNow).
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 to ensure compliant change data.
Identify escalation issues in the ticket lifecycle.
Contribute to continuous improvement of templates, catalog services, and automation workflows.