Service Management Analyst - Major Incident Management

Description

Looking for an opportunity to make an impact?

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, andoperatesustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Your greatest work is ahead!

Leidos Chief Information Office, reporting through the Digital Modernization sector, is seeking aService Management Analystto join the Service Management Office (SMO) within the Chief Information Office (CIO) organization. This role supportsMajor Incident and Problem Management activitiesto ensure thetimelyrestoration of enterprise IT services and continuous improvement of service operations.This position is well suited forearly-career IT Service Management professionalswithapproximately one to two years of relevant experiencewho are looking togrowtheir skills inITSM, service operations, and incident coordinationwithin a large enterprise environment.

Note:This role focuses on IT service availability and operational incident management and is not a cyber security or threat response position.

Location: This position offers full-time remote work from any U.S. based location.

Citizenship: U.S. Citizenship is required.

Key Responsibilities

• Support themanagement and coordination of major Incidentsaffecting CIO services to ensuretimelyservice restoration

• Participate in andassistwithleading incident bridge calls, coordinating technical teams with urgency

• Ensureclear,accurate, andtimelycommunicationsto stakeholders throughout the incident lifecycle

• Assistwithincident triage, escalation, and prioritizationin alignment with ITSM processes

• Document incident activities, timelines, and resolutions inServiceNow or similar ITSM tools

• Contribute toPost-Incident Reviews (PIRs)andRoot Cause Analysis (RCA)meetings

• SupportProblem Management activities, including identification of recurring issues and trends

• Track corrective actions and service improvement opportunities as part ofContinuous Service Improvement (CSI)

• Build effective working relationships with service owners, technical teams, and business stakeholders

• Provide on-call support after hours and when neededtoassistwithcritical or high-impact incidents; primary after-hours coverage is supported by another team

Basic Qualifications

• US Citizenshiprequired.

• Bachelor's degree withone to two years of relevant IT Service Management

• Experience supportingIncident Management, Major Incident Management, orProblem Managementprocesses

• Strong written and verbal communication skills, with the ability to engage technical and non-technical stakeholders

• Ability to work independently and collaboratively as part of a team

• Ability to work effectively in afast-paced, time-sensitive environment

• Strong organizational, analytical, and problem-solving skills

• Ability to work collaboratively across teams and organizational levels

Preferred Qualifications

* ITIL v3 or ITIL v4 Foundations certification
* Experience working in an Agile environment
* Experience supporting global teams across multiple countries and time zones
* Experience in process documentation, requirements gathering, story writing, and test plan development
* Experience supporting Major Incident Management or operational response frameworks

Clearance is not required

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

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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