Change Ticket Coordinator

Via Logic LLC; Jacksonville (FL); Hybrid; USD 58,000 - 105,000; Full time

Job summary

Leidos seeks an IT Change Specialist to manage Unified Change tickets and leverage AI tools to populate fields. The role requires collaboration across engineering and project management in a fast-paced environment with governance and audit readiness.

Telework is available with required access to designated sites; U.S. citizenship and eligibility for government clearance are required for SMIT programs. Competitive pay and benefits offered.

Qualifications

• 1+ years 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 (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 teams to ensure compliant change data.
• Identify and escalate issues in the ticket lifecycle.
• Contribute to continuous improvement of templates, catalog services, and automation workflows.

Skills

Attention to detail

Communication skills

Collaborative work

Government clearance eligibility

IT operations experience

Education

Associate or Bachelor’s in IT/Engineering/CS

Tools

ServiceNow

BMC Helix

Jira

GAIT/AI tooling

Job description

Key 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 teams to ensure compliant change data.
• Identify and escalate issues in the ticket lifecycle.
• Contribute to continuous improvement of templates, catalog services, and automation workflows.

Required Qualifications

• 1+ years of experience in IT operations, service management, or change management (internship or entry-level experience 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).

Location

Telework but access, as needed, to one of the following sites: NRFK, WNYD, JAXS, BREM, SDNI

Preferred Qualifications

• Experience with process automation, workflow tools, or AI-driven service agents (Claude Code, GenAI).
• Experience or Certification with Agile or SAFe Agile processes
• Experience in government or regulated environments.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Helix, Jira).
• Associate’s or Bachelor’s Degree in IT, Engineering, Computer Science, or related field.
• Experience with catalog design and service intake processes.

Original Posting

August 12, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range $57,850.00 - $104,575.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.