Technical ITSM Specialist

- We're a 'Family Friendly' certified workplace – we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers

Do Work That Matters

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

Your New Role and Responsibilities

We're looking for a Technical ITSM Specialist to join our End User Services team - someone who can assist a colleague at the Tech Bar just as well as they can manage things like knowledge articles, incident performance or improving asset tracking.

This role is perfect for someone who thrives in a hands-on support environment but also brings a sharp eye for process, structure, and service quality. You'll play a key role in ensuring our IT services align with the ITIL 4 framework, helping us meet performance measures, manage change effectively, and build a stronger knowledge base.

Working in a smaller, highly collaborative environment, you will have significant opportunity to broaden your technical, process, and engagement skills. You will also help shape standard operating procedures, maintain the problem database, and champion a shift-left strategy that improves fix-on-first-contact metrics.

Key Responsibilities

- Deliver responsive and friendly technical assistance to staff via phone, in-person (Tech Bar), and remote channels. You'll troubleshoot hardware, software, and access issues, ensuring a smooth and positive experience for every user.

- Act as a key contributor to our collective success within the ITIL 4 framework. You'll work closely with management and technical teams to support and ensure processes across all ITIL 4 practices - from incident and request management to service configuration, continual improvement, change management, and beyond.

- Support the coordination and communication of changes impacting user-facing services. You'll help ensure changes are prepared and presented smoothly and in alignment with the processes and practices of the organisation.

- Create and maintain clear, helpful knowledge articles that empower users and technical resources alike. You'll also ensure accurate tracking and lifecycle management of devices, contributing to strong asset governance.

- Participate in reporting, service reviews, and continual improvement initiatives that lift the overall maturity and performance of IT services.

Qualifications & Experience

- You're familiar with the ITIL 4 framework and understand how structured service management improves outcomes. You've had hands-on involvement in processes like incident, request, change, and asset management—and you have a strong interest in supporting broader ITIL practices across teams.

- ITIL 4 Foundation certified (or equivalent understanding), with proficiency in using ITSM tools such as Ivanti or ServiceNow.

- Provide advanced support across user-facing IT services, with strong hands-on experience supporting enterprise desktop and mobile platforms in an ITIL-aligned environment.

- Demonstrated troubleshooting skills across technologies such as Windows 10/11, Microsoft 365, AV systems, laptops, mobile phones and MFDs.

- Able to explain technical concepts clearly to a non-technical audience and collaborate effectively with colleagues and stakeholders.

This role does require the successful applicant to be an Australian Citizen and hold a or be able to obtain an NV1 level security clearance.

Diverse Team Members, Shared Values and a Common Purpose

Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase – Chief Executive, Leidos Australia.

Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

Next Steps

- To apply for this role, follow the links or apply via our Careers page.

- Recruitment process - virtual / face to face interview & background checks.

- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

- We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team careers.au@au.leidos.com if you'd like to discuss any additional support during your application or throughout the recruitment process.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

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.

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