[Remote] Service Management Analyst - Major Incident Management
Note: The job is a remote job and is open to candidates in USA. Leidos 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.
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
Skills
- 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
- 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 Overview