ITSM Administrator

Via Logic LLC; Suitland (MD); On-site; USD 73,000 - 133,000; Full time

Job summary

Leidos is seeking an ITSM Administrator in Suitland, MD to join our team supporting a mission-focused environment. You will manage the ITSM platform, ITIL processes, and reporting, ensuring reliable operations and continuous improvement.

You will administer user access, troubleshoot issues, manage changes and assets, and drive platform upgrades with minimal disruption to operations. A TS/SCI clearance and strong ServiceNow expertise are required for this role.

Qualifications

• Bachelor’s degree with 4+ years of relevant experience or Master’s with 3+ years of relevant experience.
• Active DoD TS/SCI clearance.
• ITIL V4 Foundation and ServiceNow Certified Developer/Associate.
• 3+ years of Windows Server and/or Linux/CentOS administration.
• 2+ years of ServiceNow reporting experience.
• Expert ServiceNow ITSM Suite administration and development.
• 3+ years of Asset, Service Request, and Change Management.
• 3+ years with ServiceNow 9x+ including Asset Management and Discovery.
• Strong Helpdesk fundamentals.
• Scripting in JavaScript, PowerShell, Python, or SQL for customization.
• Strong problem solving and communication skills.

Responsibilities

• Administer the ITSM platform, including user access, groups, permissions, and platform health.
• Troubleshoot issues within prescribed timelines.
• Track change requests and trouble tickets.
• Configure ITIL modules: Incident, Problem, Change, Request, Asset.
• Maintain configuration management documentation.
• Provide software and hardware upgrade recommendations.
• Create reports, dashboards, and KPIs.
• Plan and execute platform upgrades and patches.

Skills

ITIL ITSM

ServiceNow

Windows Server

Linux/CentOS

Scripting: JavaScript

PowerShell

Python

SQL

Security Clearance TS/SCI

Communication Skills

Problem Solving

Education

Bachelor's degree in related field

Master's degree in related field

Tools

ServiceNow

ITIL v4 Foundation

CompTIA Security+

Job description

ITSM Administrator

Location: Suitland, MD
Clearance: Active TS/SCI

Leidos is seeking an ITSM Administrator to join our team in Suitland, MD, supporting a mission focused environment for our customer. You will be responsible for the administration, configuration, and continuous improvement of the IT Service Management platform, helping ensure the systems and processes supporting mission operations remain reliable and effective.

In this role, you will manage the health and performance of the ITSM environment while supporting critical ITIL processes, including Incident, Problem, Change, Request, and Asset Management. You will troubleshoot platform issues, maintain asset and configuration documentation, develop operational reporting and dashboards, and support platform upgrades and improvements with minimal disruption to operations.

Primary Responsibilities:

• Administer the ITSM platform, including user access, groups, permissions, security controls, and overall platform health.
• Troubleshoot and resolve technical issues within prescribed timelines.
• Track change requests and trouble tickets to ensure they are properly documented and managed.
• Configure and optimize core Information Technology Infrastructure Library (ITIL) modules, including Incident, Problem, Change, Request, and Asset Management.
• Maintain configuration management and lifecycle documentation for Mission IT assets.
• Provide recommendations for software updates and hardware replacements.
• Create custom reports, performance analytics, and dashboards to monitor operational Key Performance Indicators (KPIs).
• Plan, test, and execute platform upgrades, patches, and hotfixes while minimizing disruption to business operations.

Basic Qualifications:

• Bachelor’s degree in a related field with 4+ years of relevant experience, or a Master’s degree in a related field with 3+ years of relevant experience. Additional training, certifications, or work experience may be considered in lieu of a degree.
• Active DoD Top Secret/SCI (TS/SCI) security clearance.
• Certifications: CompTIA Security+, ITIL V4 Foundation, and ServiceNow Certified Developer/Associate.
• 3+ years of administration experience with Windows Server and/or Linux/CentOS environments.
• 2+ years of experience with ServiceNow reporting and performance metrics or comparable reporting tools.
• Expert level experience with ServiceNow ITSM Suite administration and development.
• 3+ years of hands-on experience with Asset Management, Service Request Management, and Change Management.
• 3+ years of experience supporting ServiceNow 9x or higher, including implementing and administering Asset Management and ServiceNow Discovery.
• In depth knowledge of Helpdesk operations and fundamentals.
• Basic to intermediate scripting skills using JavaScript, PowerShell, Python, or SQL for platform customization.
• Strong problem solving, troubleshooting, and communication skills.
• Proactive approach to identifying and resolving platform bugs, performance bottlenecks, and integration failures.

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.

Pay Range:

Pay Range $73,450.00 - $132,775.00

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.