Change Ticket Coordinator - ITSM & AI Tools (Remote)

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

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.