Service Management Analyst - Major Incident Management

Leidos

2d • Remote

About The Position

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

Requirements

• 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

Nice To Haves

• 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

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level