ITSM Tool Administrator

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, supported by global experience, work to solve government, intelligence, defence, aviation, border protection and health challenges.

Responsibilities

The ITSM Tool Administrator is responsible for the day‑to‑day administration and operational support of the Ivanti Neurons cloud‑based Enterprise Service Management platform.

- Handle daily administration of Ivanti Neurons, including user, role and access management, routine support and maintenance of essential BAU artefacts and documentation.
- Maintain approved service catalogue items, self‑service portal content and forms, routing rules, and support testing and validation of changes within operational and change control boundaries.
- Conduct operational health checks, monitor the platform and produce regular reports and dashboards for service reviews, governance, auditing and management visibility.
- Triage tool‑related incidents, service requests and coordinate investigation and resolution with internal teams, vendors and customer representatives.
- Record and document tool change requests, contribute to continuous improvement of data quality and efficiency, and ensure all activities comply with security, governance, release and change management requirements.

Qualifications & Experience

- Demonstrated experience administering Ivanti Neurons for ITSM (or comparable platforms such as ServiceNow, Cherwell, BMC Remedy) in a live BAU setting.
- Strong understanding of ITSM processes (incident, request, change, problem, service catalogue, configuration management) and experience with service portal maintenance,



user and access management, and CMDB/data quality practices.
- Ability to triage tool‑related issues, coordinate investigations, engage effectively with vendors and internal teams, and manage competing priorities in a structured service delivery environment.
- Advanced reporting, documentation and communication skills, including production of operational dashboards, runbooks and procedures, and engagement with both technical and non‑technical stakeholders.
- Experience working within formal governance, security and change control frameworks, preferably supported by ITIL Foundation certification or equivalent knowledge, and relevant tertiary qualifications or practical experience in IT.

This role requires the successful applicant to be an Australian Citizen and hold an active NV1 level security clearance.

Benefits

Competitive compensation and benefits including Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Pay Range

The Leidos pay range for this role is a general guideline only and does not guarantee compensation. Additional factors are considered when extending an offer.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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📌 ITSM Tool Administrator (Ivanti Neurons) (Canberra)
🏢 Leidos Australia
📍 Canberra