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Job #: R-00008103
Location: Huntsville, AL
Category: SCA Computer Operations
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Civil

Job Description:

Leidos is seeking a candidate to take the lead in defining the incident management process for the NASA NEST program. The candidate will lead the NEST Incident management Team and work with the NASA ESI organization and the NEST Team to help create and continuously track the NEST incident management process. This position will give the candidate the opportunity to help manage incident management in the dynamic, technology-driven NASA environment. The candidate will use proven ITIL-based change processes - proven by other Leidos programs and NASA - to help monitor knowledge management within the NASA environment. The incident management process will be supported by the NASA ServiceNow ITSM system and will leverage the existing documentation to help create the knowledge management database. The candidate will work with other NEST team members to gather information to help expedite the resolution of NEST incidents.

Primary Responsibilities

• Leading the Incident Management process for the NASA NEST program.
• Serving as the NEST Incident Management Lead
• Partners with the NASA ESI team and other NASA organizations to create the NASA NEST Incident management process; Ensuring that NEST Incident management process complies with/complements the NASA 7120.7 processes.
• Champions the NEST Incident Management process; Works with other NEST Change Team members to educate the NASA user, other contractors and the NEST team members on the NEST Incident management process.
• Drives process education to support Incident management acceptance.
• Works with the NEST ServiceNow team to validate and, when necessary, update the incident management process.

Basic Qualifications and Education

• Bachelor's degree in a relevant field and 2 years' relevant experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree.

• Detailed knowledge of the ITIL v3 processes and associated ITSM tool support with either ServiceNow or Remedy. ServiceNow preferred.
• Demonstrated experience in leading the deployment and support of ITIL processes in an active production environment.
• Very good negotiation and communication skills. Ability to work with a diverse team to reach consensus on critical issues.
• Demonstrate experience in leading Incident bridges to result in timely incident resolutions.
• Detailed knowledge of computer system infrastructures the infrastructure building blocks (e.g., desktops, network devices, printers, applications, databases, etc.) - all of the elements the may be influenced by ITIL-based changes.
• Willingness to work in a fast-paced, technology driven environment while striving to achieve customer satisfaction.
• ITIL v3 certification is required.

Preferred Qualifications

• Direct experience in leading the deployment of a ServiceNow-based Incident process

This position requires the ability to obtain a Public Trust clearance. Per the contract, U.S. Citizenship is required.

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

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 here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

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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