Leidos is an innovation company rapidly addressing the world’s most vexing challenges in national security and health.

Service Management Analyst – Major Incident Management

Business AnalystBusiness AnalystFull TimeRemoteTeam 10,001+Since 1969H1B SponsorCompany Site LinkedIn

Location

United States

Posted

5 days ago

Salary

$59.2K - $106.9K / year

Bachelor Degree2 yrs expEnglishITSMService Now

Job Description

• 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

Job 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