Change Ticket Coordinator

Leidos; Jacksonville (FL); Hybrid; USD 58,000 - 105,000; Full time

Job summary

Leidos seeks entry-level Change Ticket Coordinators for the SMIT program, handling lifecycle of design and network change tickets in ITSM systems. The role supports process efficiency and compliance using AI-driven templates for consistent ticket management across the Navy Enterprise Network (NEN).

You will create, track, and close Unified Change tickets, leverage AI tools to populate fields, and provide leadership updates on a regular sprint cadence while maintaining audit-ready records.

Qualifications

• 1+ years in IT operations, service 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 for SMIT.

Responsibilities

• Create, update, and close Unified Change tickets in ITSM systems (BMC Helix, Service Manager, ServiceNow).
• Use AI tools to collect, validate, and populate ticket fields.
• Track requirements, deliverables, and approval gates throughout the lifecycle.
• Provide status updates for leadership every 2–4 weeks, aligned to sprints.
• Maintain accurate records for notifications and audit readiness.
• Collaborate with engineering and project management to ensure compliant data.
• Identify and elevate issues in the ticket lifecycle.
• Contribute to continuous improvement of templates, catalogs, and automation workflows.

Skills

Attention to detail

Written and verbal communication

Collaborative

US citizenship

Education

Associate's or Bachelor's Degree in IT/Engineering/CS

Tools

BMC Helix

Service Manager

ServiceNow

Jira

ITSM ticketing systems

Job description

Description

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).

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 elevate 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.

NGEN

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

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 onlyand 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.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.

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