ITSM Administrator (Jira Service Management)

About the role

Leidos Australia's Software Solutions business delivers custom and off-the-shelf software to Defence, Intelligence and other Government sectors. As ITSM Administrator (ITSM Tooling Specialist) with the Geo Spaces Team, you will enable reliable, auditable and ITIL-aligned service delivery across a complex Defence program, ensuring Jira and ITSM platforms support mission and support services.

Key responsibilities

• Design, configure and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting and governance controls for Incident, Request, Problem, Change and Knowledge Management.
• Partner with Service Delivery, Engineering, Architecture and Business stakeholders to turn policies and ITIL practices into practical tooling that improves service visibility, compliance and resolution.
• Support and govern multiple environments and instances, with controlled configuration promotion, segregation and auditability.
• Develop dashboards, trend analysis, reporting and knowledge management capabilities to drive data-driven decisions and higher first-contact resolution.

Required profile

• Experience configuring and administering Jira Service Management, including workflows, schemes, automations, SLAs, request types, forms, queues, permissions and reporting.
• Practical experience applying ITIL processes (Incident, Request, Problem, Change, Knowledge Management) through tooling and operations.
• Ability to translate policies and stakeholder requirements into system designs and workflows.
• Experience supporting multi-project or multi-environment service management platforms with a focus on governance, auditability and change control.
• Analytical ability to interpret service data and recommend improvements.
• Effective communication and stakeholder engagement skills.
• Australian citizenship with an active TSPV security clearance and ability to clear DISA/OSA.

Required skills

• Jira Service Management administration
• ITIL Service Management
• Advantageous: Atlassian certifications, integration of Jira with ServiceNow, ITSM reporting and metrics, Confluence administration, knowledge management and self-service portal development.

What we offer

• Flexible arrangements such as Life Days, part-time, job sharing and compressed hours.
• Free access to Headspace and MeQuilibrium, plus wellness spaces.
• Over 120,000 on-demand courses and professional development.
• Work on nationally significant projects with growth opportunities.