Service Management Analyst - Major Incident Management

Leidos

2d•Remote

About The Position

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, and operate sustainably. 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 a Service Management Analyst to join the Service Management Office (SMO) within the Chief Information Office (CIO) organization. This role supports Major Incident and Problem Management activities to ensure the timely restoration of enterprise IT services and continuous improvement of service operations. This position is well suited for early-career IT Service Management professionals with approximately one to two years of relevant experience who are looking to grow their skills in ITSM, service operations, and incident coordination within 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.

Requirements

US Citizenship required.
Bachelor’s degree with one to two years of relevant IT Service Management Experience supporting Incident Management, Major Incident Management, or Problem Management processes
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 a fast-paced, time-sensitive environment
Strong organizational, analytical, and problem-solving skills
Ability to work collaboratively across teams and organizational levels

Nice To Haves

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

Responsibilities

Support the management and coordination of major Incidents affecting CIO services to ensure timely service restoration
Participate in and assist with leading incident bridge calls, coordinating technical teams with urgency
Ensure clear, accurate, and timely communications to stakeholders throughout the incident lifecycle
Assist with incident triage, escalation, and prioritization in alignment with ITSM processes
Document incident activities, timelines, and resolutions in ServiceNow or similar ITSM tools
Contribute to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) meetings
Support Problem Management activities, including identification of recurring issues and trends
Track corrective actions and service improvement opportunities as part of Continuous Service Improvement (CSI)
Build effective working relationships with service owners, technical teams, and business stakeholders
Provide on-call support after hours and when needed to assist with critical or high-impact incidents; primary after-hours coverage is supported by another team