Introductions

Our name is not the only thing that is unique about Leidos Australia. We are a complex systems integration company building world-class solutions across government and defence that ensure peace of mind for the entire nation. Supported by global backing from our US network, we are trusted by our customers to deliver the most innovative answers to their most complex challenges. Seriously interesting work that benefits and safeguards every Australian. That is where you come in.

Your New Role

A new year and a great new opportunity to join our team as a Service Request Coordinator. Do not work in an internal IT Department; move to a prime systems integrator for defence, where there are consistent opportunities to develop and scope to work on really interesting stuff, like the JP2096 program.

JP2096 will provide the functionality to Defence to create a unified, integrated mission dataset that enables users to discover, access, analyse, manipulate and publish Intelligence, Surveillance, and Reconnaissance (ISR) information promptly. Working on JP2096 is a fantastic opportunity to deliver a key capability for Defence.

Under the general direction of the Service Operations Manager, you will be tasked to:

• Receive, receipt, triage and assign all Service Requests and tasks for the Service Delivery Team
• Coordinate with internal and external stakeholders to manage Service Requests, including approvals and prioritisation
• Coordinate and track the completion of all Service Request tasks to meet agreed completion timeframes
• Record, maintain, manage and report on Service Request metrics to enable reporting on Service Delivery Team Key Performance Indicators, Operational Performance Measures and other metrics
• Provide recommendations on Service Request improvements and efficiencies
• Support the Survey and Quote coordination process as required

This role does require the successful applicant to be an Australian Citizen and be able to obtain and hold an NV1 Australian Government Security Clearance.

About You and What You'll Bring

We are on the hunt for our next great team member that can help promote a supportive and positive team culture. Someone that has some IT service management knowledge is organised and can communicate easily. Also important for us is to come up with creative solutions to problems, so we’d like you to be a good problem solver, able to read between the lines of what is being requested and suggest the correct solution for the situation at hand. A customer service mindset and an ability to further develop ITIL service management experience are also critical for us. Other requirements include:

Mandatory

• The ability to achieve and maintain an NV1 level clearance
• Demonstrated experience in effectively managing multiple concurrent activities while understanding and managing priorities, dependencies and risk
• Demonstrated experience in direct communications with customers related to receipt, clarification and reporting of status on requests
• Demonstrated experience in developing and maintaining relationships with both the team and the customer
• Demonstrated experience in tracking, collecting and reporting metrics.

This role required the successful candidate to work from Melbourne CBD; due to the nature of the role, a hybrid working arrangement is unavailable. 

Applicants must also meet International Traffic in Arms Regulations (ITAR) requirements. This can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain proscribed countries.

What You’ll Love!

A team that cares for its people focuses on building culture and is high performing while maintaining a healthy work-life balance. Flexible working hours and Life days (Rostered Days Off) are how we operate. 

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