Leidos · 1 week ago
Service Management Analyst - Major Incident Management
United States
Full-time
Remote
Entry Level
$51K/yr - $92K/yr
1+ years expLeidos is a company that delivers innovative solutions through the efforts of a diverse and talented workforce. They are seeking a Service Management Analyst to join their Service Management Office, focusing on Major Incident and Problem Management activities to ensure timely restoration of IT services and continuous improvement of service operations.
ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware
No H1B
U.S. Citizen Only
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
Qualification
Required
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
Preferred
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
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
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