Service Management Analyst - Major Incident Management

Description

Leidos CIO is seeking a Service Management Analyst focused exclusively on enterprise Major (Severity 1) Incident Management within IT Operations.

This role supports the structured coordination and restoration of high-impact enterprise IT outages within the Leidos CIO ServiceNow environment. It requires:

• Real-time incident bridge participation

• Analytical engagement in Root Cause Analysis (RCA)

• Hands-on Major/Critical Incident ownership within ServiceNow

Note: This role focuses on IT service availability and operational Major Incident Management. This is not a Service Desk, Cyber Security Incident Response, or Business Analyst position.

Location: Full-time remote (U.S.-based)
Citizenship: U.S. Citizenship required

Key Responsibilities

• Support coordination of enterprise Major (Sev 1) IT outages

• Lead and facilitate real-time Major/Critical incident bridge calls with cross-functional technical teams, ensuring structured coordination, clear accountability, and timely service restoration.

• Maintain structured, timely communications with stakeholders and leadership during outages

• Own and manage Major/Critical Incident records within the Leidos CIO ServiceNow environment

• Ensure accurate lifecycle management, impact documentation, escalation tracking, and resolution updates within ServiceNow

• Actively participate in Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) sessions

• Contribute analytically during RCA discussions by identifying contributing factors and supporting corrective and preventive actions

• Track remediation items and service improvement initiatives through completion

• Provide rotational after-hours/on-call support for Critical enterprise incidents as needed

This role requires:

• Real-time Major/Critical Incident bridge coordination

• Hands-on ownership of Major Incidents within the Leidos CIO ServiceNow environment

• Analytical participation in Root Cause Analysis

Basic Qualifications

• U.S. Citizenship required

• Bachelor's degree and 2-4 years of hands-on experience supporting enterprise Major (Severity 1) IT incidents within an IT Operations or NOC environment

• Direct participation in live enterprise incident bridge calls during high-impact service outages

• Hands-on experience managing Major/Critical Incidents within an enterprise ServiceNow ITSM environment (required)

• Demonstrated ownership of incident lifecycle management within ServiceNow

• Experience working within an ITIL-based Incident and Problem Management framework

• Active participation in Post-Incident Reviews and Root Cause Analysis discussions (beyond documentation only)

• Strong experience producing structured post-incident documentation, including timelines, impact summaries, root cause narratives, and corrective action tracking

• Ability to operate independently in high-pressure, time-sensitive operational environments

• Willingness and ability to support rotational after-hours Critical Incident response

Important Clarification...

If your experience is limited to:

• Service Desk ticket handling

• Cybersecurity/SOC incident response

• Business or process-only analysis

your talent will not meet the requirements of this position.

Preferred Qualifications

• ITIL v3 or ITIL v4 Foundation certification

• Experience operating within a complex, enterprise-scale ServiceNow ITSM environment

• Experience supporting geographically distributed or global technical teams during high-impact incidents

• Exposure to Continuous Service Improvement (CSI) practices, particularly related to Major Incident or Problem Management

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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