Principal Systems Analyst

General Dynamics Information Technology • Stuttgart, AR

22h • $107,744 - $126,500 • Onsite

About The Position

We are seeking a detail-oriented Principal Systems Analyst to join our dynamic, internationally dispersed team. This role is essential for supporting critical intelligence information-sharing networks by ensuring that IT services, systems, and configuration modifications are implemented seamlessly. The successful candidate will act as a key analyst overseeing system workflows, monitoring service and change requests within ServiceNow, maintaining the integrity of the Configuration Management Database (CMDB), and driving process improvements. This position requires strong technical coordination skills to interface with stakeholders, ensure high ticket quality, manage Approved Service Interruptions (ASIs), and deliver reliable change management reporting for the customer.

Requirements

• 5+ years of IT Change Management, Configuration Management, or Systems Analysis experience.
• Active TOP SECRET/SCI clearance.
• ITIL V4 Foundation (or higher) or equivalent ITIL certification.
• Bachelor’s degree or equivalent experience.
• Strong hands-on experience utilizing ITSM tools, specifically ServiceNow (or equivalents like Remedy, SCSM).
• Must be eligible to achieve and maintain Technical Expert Status Accreditation (TESA) as defined in the Status of Forces Agreement (SOFA) between the United States and the Federal Republic of Germany. Qualification requires: A Bachelor's degree plus 3 years of specialized experience, OR; An Associate's degree plus 7 years of specialized experience, OR; A major certification plus 7 years of specialized experience, OR; 11 years of specialized experience.

Nice To Haves

• Deep familiarity with ServiceNow as a fulfiller, with explicit knowledge of the Change, Asset, and CMDB modules, and experience designing system workflows.
• Experience with advanced Excel (including Pivot Tables), Tableau, JIRA, or MS Access to track, control, and improve daily work processes.
• Proven experience preparing materials for and facilitating technical exchange meetings and approval workflows.

Responsibilities

• Process, monitor, and manage service requests and engineering change request (CR) tickets using ServiceNow (or similar ITSM tools) to ensure proper categorization and handling.
• Facilitate and ensure high ticket quality, verifying that all technical documentation within tickets is complete, and proactively coordinate with teams to guarantee that tickets are addressed in a timely manner.
• Ensure configuration control and system integrity by reviewing design release documents and making authorized updates to the Configuration Management Database (CMDB) and authorized product lists.
• Actively track, schedule, and report on Approved Service Interruptions (ASIs) to minimize operational impact on coalition partners.
• Build and design custom dashboards and reports in response to customer Requests for Information (RFIs) and Contract Deliverables (CDRL) using Excel, Tableau, and ServiceNow.
• Conduct regular Change and Configuration Management audits for ServiceNow ticket actions to ensure strict compliance with internal processes.
• Analyze science, engineering, and business data processing workflows to identify inefficiencies, proposing and implementing improved ServiceNow workflows and IT service procedures.
• Author, update, and maintain comprehensive Standard Operating Procedures (SOPs), process maps, and knowledge base articles to assist team members with technical workflows.
• Act as a primary liaison between technical engineering teams, international mission partners, and program leadership to communicate change impacts and system schedules.
• Provide guidance, prepare agendas, and actively participate in weekly Technical Review Board (TRB) and Change Advisory Board (CAB) meetings.
• Serve as the local Subject Matter Expert (SME) for systems configuration, helping to guide managers, site leads, engineers, and administrators through configuration control procedures.

Benefits

• variety of medical plan options, some with Health Savings Accounts
• dental plan options
• a vision plan
• a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
• full flex work weeks where possible
• a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• short and long-term disability benefits
• life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree