ITSM Change Ticket Associate (Remote)

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

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.