Remote AI-Driven Change & ITSM Coordinator

Via Logic LLC; Washington (District of Columbia); On-site; USD 58,000 - 105,000; Full time

Job summary

Leidos in the United States is seeking a Change Operations professional to create, update, and close Unified Change tickets in ITSM platforms such as ServiceNow and Helix. The role emphasizes using AI tools to populate fields and track progress across the ticket lifecycle.

You will collaborate with engineering and program management, provide leadership updates, and help improve automation, templates, and service catalogs. U.S.

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).

Responsibilities

• Create, update, and close Unified Change tickets in ITSM systems.
• 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 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

Collaboration

Citizenship & clearance eligibility

Education

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

Tools

ServiceNow

Helix

Jira

Job description

Leidos in the United States is seeking a Change Operations professional to create, update, and close Unified Change tickets in ITSM platforms such as ServiceNow and Helix. The role emphasizes using AI tools to populate fields and track progress across the ticket lifecycle.

You will collaborate with engineering and program management, provide leadership updates, and help improve automation, templates, and service catalogs. U.S.