Remote Change Ticket Specialist (AI-Driven ITSM)

Leidos Inc

Jacksonville (FL)

On-site

USD 58,000 - 105,000

Full time

14 days+

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Job summary

Leidos seeks entry-level Change Ticket Coordinators for the SMIT program, supporting the Change as a Service (CaaS) team in managing design and network change tickets across the Navy Enterprise Network using AI-driven templates. The role emphasizes accurate ticket management, documentation, and collaboration with engineering and PM teams.

Responsibilities include creating and closing tickets, tracking lifecycle milestones, and providing leadership updates within sprint cycles.

Qualifications

1+ year of IT operations or change management experience (internship or entry-level acceptable).
Strong attention to detail and organizational skills.
Excellent written and verbal communication skills.
U.S. citizenship and eligibility for government clearance (required for SMIT).
Ability to work collaboratively in a fast-paced, cross-functional environment.

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 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.