ITSM Tool Administrator (Ivanti Neurons)

• 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

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 within a business-as-usual environment.

The role supports the stability, usability, and ongoing operation of the platform by performing routine administration, maintaining agreed service catalogue and portal content, monitoring platform health, producing operational reports, triaging tool-related issues, and coordinating vendor support where required.

Working closely with service management teams, technical support teams, and customer stakeholders, the position helps ensure the platform remains reliable, fit for purpose, and aligned to agreed operational processes, governance requirements, and security controls. The role is primarily focused on BAU administration and support of the existing platform, and providing BAU support and backing for projects related to lead major tool redesign, complex development, or large-scale platform uplift activities.

Key Responsibilities

• Platform Administration and Support: Handle daily administration of Ivanti Neurons including user, role, access management, routine support, and maintaining essential BAU artefacts and documentation.

• Service Catalogue and Portal Maintenance: Maintain approved service catalogue items, self-service portal content, forms, routing rules, and support testing and validation of changes within operational and change control boundaries.

• Monitoring and Reporting: Conduct operational health checks, platform monitoring, and produce regular reports and dashboard inputs for service reviews, governance, auditing, and management visibility.

• Issue Management and Stakeholder Coordination: Triage tool-related incidents, service requests, coordinate investigation and resolution with internal teams, vendors, and liaise with customer representatives and third-party providers.

• Governance, Improvement, and Compliance: Capture and document tool change requests, contribute to continual 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 enterprise platforms (e.g. ServiceNow, Cherwell, BMC Remedy), including hands-on platform management within a live BAU environment.

• 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 producing operational dashboards, maintaining runbooks and procedures, and engaging both technical and non-technical stakeholders.

• Experience working within formal governance, security, and change control frameworks, ideally supported by ITIL Foundation certification or equivalent knowledge, and relevant tertiary qualifications or practical experience in IT.

This role does require the successful applicant to be an Australian Citizen and hold an active 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 [email protected] if you’d like to discuss any additional support during your application or throughout the recruitment process.