We’re a large scale systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 global network, we currently number 1,000 employees mainly in Canberra and Melbourne. We’re growing fast and are building a business that is focused and fit for the future. Change and innovation are central to the way we work, and we thrive when developing unique, practical solutions to seriously complex challenges.

About your new role

Design enterprise scale ITSM solutions within a multi-vendor environment, while incorporating and improving existing ITSM processes. Lead the organisation as an ITSM/ITIL SME, directing and advising strategy to Executive level audiences. Design ITSM subsystems and their integration into the ITSM toolset. Develop and recommend corrective actions. Guide and lead technical experts, administrators and developers. Identify, analyse, and resolve program support deficiencies.  

Working within our project centric architecture team, you will engage heavily without customer to elicit requirements and objectives, create and deliver conceptual & high level designs whilst working within security boundaries. You will also identify, analyse, and resolve program support deficiencies, develop and recommend corrective actions through process improvement, system replacement or instatement. 

About you and what you'll bring

Coupled with your education and practical experience, you will demonstrate a pro-active approach with the ability to understand the business, identify issues and develop relationships to achieve the company’s objectives.  You will also have:

• Responsibility for the existing ITIL processes which are already in place. Act as an escalation point for the ITSM platform.
• Advise, guide and direct ITIL Process Owners to ensure that any new Policies, Processes and Procedures are designed and implemented in their Departments, following ITIL best practices and utilisation. Design, develop, document and oversee the deployment of the workflow into the ITSM Tool so to ensure these same processes can be rolled out in the toolset.  
• Aid in the design, build and delivery of improvement of the maturity of the existing CMDB.
• Represent Leidos as the SME to the customer, and build relationships to become a trusted-advisor.
• Collaborates with the project manager to develop detailed project plans and work breakdown structures for medium to large business unit level projects, and ensures those projects are technically feasible and aligned with long-term IT strategies and plans.
• Ability to understand the customer's business need, map customer business requirements into specific technology or operational recommendations, then aligning that to a technical design, that delivers a solution which addresses the customers need
• An understanding and ability to participate in risk management frameworks and process from both a run state and project context.
• Effective communicator and presenter to all audience levels, from Executive to Engineers. Ability to articulate technical or operational problems or issues into understandable business terms – and ability to communicate ITSM concepts at a deep granular technical level to technical experts.
• Ability to lead technical teams in the completion/delivery of deliverables. Ability to co-ordinate/manage 3rd party vendor contractors.
• Ability to apply business management and financial concepts, capital investment, and general aspects of business contracts.
• Ability to apply knowledge of ITSM industry trends, such as Hybrid cloud management, to assist future capability and positioning of the organisation, so its IT investments align with IT enablement.
• Understand the scope and relevant attributes of all Service Levels configured within the ITSM platform, ensuring they stay compliant with contractual obligations.

Qualifications

At least a Bachelors degree from an accredited institution in a related discipline, or equivalent experience/combined education, with some relevant working experience and specialised training that is commensurate with the assignment.

Possess a deep practical understanding of Industry Best Practices regarding Service, Incident, Change, Problem, Service Level, Configuration, and Knowledge Management.

Relevant Certification of any leading ITSM product (BMC Remedy, Servicenow, Cherwell etc) would be highly advantageous.

ITIL v3 Foundation Certification at a minimum. ITIL v3 Managers or Expert Certification highly advantageous.

What you’ll love

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions. Join a company who acknowledges “People First”. 

Push your boundaries within a supportive culture and redefine what’s possible for our customers and your career.

This role does require the successful applicant to be an Australian Citizen and ideally hold a baseline clearance.