Principal ITSM Incident Analyst

BAE Systems Plc•Washington, DC

58d•$115,779 - $196,825

About The Position

At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Principal ITSM Incident Analyst, you'll play a critical role in providing exceptional IT support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply. As a Principal ITSM Incident Analyst, you'll be responsible for analyzing, resolving, and documenting incidents to restore service operations swiftly, while driving root cause analysis and process enhancements aligned with ITIL 4 practices. You'll utilize ServiceNow as the primary platform to contribute to a resilient IT environment by preventing recurrences and optimizing incident management for mission-critical government operations. Your day-to-day responsibilities will include analyzing and resolving IT incidents, documenting incidents comprehensively, and conducting thorough root cause analysis for major incidents. By joining our team, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. You'll be expected to develop, maintain, and refine incident management processes, procedures, and workflows within ServiceNow, and collaborate with cross-functional teams to triage incidents, communicate status updates, and implement lessons learned from post-incident reviews. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
6+ years of experience in IT incident analysis and resolution, with at least 3 years in a senior or principal role focused on ITSM environments
3+ years of hands-on experience with ServiceNow Incident Management module, including configuration, reporting, and RCA tools
Active DoD Secret Clearance (must be current and transferable)
Strong knowledge of ITIL 4 practices, particularly Incident and Problem Management
Proficiency in analytical tools (e.g., ServiceNow dashboards, Excel for trend analysis) and documentation standards
Excellent problem-solving skills and ability to work under pressure in fast-paced, high-stakes scenarios
Applies extensive expertise, and has full knowledge of other related disciplines
Exercises considerable latitude in determining objectives and approaches to assignment
May function in a project leadership role
The successful candidate must be located within 50 miles of Washington, DC.

Nice To Haves

ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) and Certified System Administrator (CSA)
Experience supporting U.S. government or DoD contracts, with familiarity in incident management for classified or sensitive systems
ITIL 4 Managing Professional (MP) certification or equivalent
Background in root cause analysis methodologies (e.g., 5 Whys, Fishbone) and process automation scripting
Master's degree in a relevant field or additional certifications (e.g., CompTIA Security+ for secure incident handling)

Responsibilities

Analyzing and resolving IT incidents
Documenting incidents comprehensively
Conducting thorough root cause analysis for major incidents
Develop, maintain, and refine incident management processes, procedures, and workflows within ServiceNow
Collaborate with cross-functional teams to triage incidents, communicate status updates, and implement lessons learned from post-incident reviews

Benefits

health, dental, and vision insurance
health savings accounts
a 401(k) savings plan
disability coverage
life and accident insurance
employee assistance program
a legal plan
discounts on things like home, auto, and pet insurance
paid time off
paid holidays
paid parental, military, bereavement, and any applicable federal and state sick leave
company recognition program to receive monetary or non-monetary recognition awards