To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00021136
Location: Reston, VA
Category: Business Process
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: None
Referral Eligibility: Eligible
Group: Corporate

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Job Description:

Leidos Corporate is seeking an IT Service Management (ITSM) Specialist to join our CIO Services team in Reston - VA. In this role, you will support the team’s focus on continual improvement in the mission to deliver IT Services to the Enterprise. You will review, evaluate and support service management processes and functions, including but not limited to, Incident Management, Problem Management, Knowledge Management, Service Requests and Service Desk operations.

Primary Responsibilities:

  • Primary interface between CIO Services and the Leidos IT Service Desk (US, UK & AU), ensuring consistent process, procedures and data usage globally
  • Work with Service Desk Management team to ensure Service Desk documentation, training, procedures and knowledge base articles are valid and up-to-date
  • Primary interface for all System Lifecycle Managers (SLMs) to the Service Desk for the following:
    • Process and documentation updates
    • New Service Start-up
    • Impacts from CIO Services lead projects
    • Issue escalation
  • Work with Service Desk Manager and ServiceNow Metrics lead to identify recurring service issues impacting the quality of user experience and providing Continual Service Improvement across our enterprise services
  • Coordinate CIO Services remote and on-site training to Service Desk for areas where agent development is required due to new services or as part of the CSI process that identifies training opportunities
  • Work with Service Desk Management and SLMs on tool improvement and/or automation opportunities to improve the quality of the end user experience and reduce overall cost
  • Work with ServiceNow Development team on prioritization, testing and implementation of new functionality and workflows
  • Participate in Root Cause Analysis/Problem Management meetings
  • Other duties as assigned

Required Qualifications:

  • Bachelor's degree and minimum 8 years of prior relevant experience. Additional years of relevant experience will be considered in lieu of Bachelor's degree.
  • ITIL Certified – v3 or above
  • Strong Customer Service & Communication Skills
  • Strong understanding and experience in implementing/operating in an ITSM framework
  • Strong understanding and experience in ITIL with an emphasis on Continuous Improvement
  • Strong understanding and working experience in an Enterprise Service Desk
  • US Citizenship is required and able to obtain security clearance

Desired Qualifications:

  • Six Sigma Certified
  • Experience with ServiceNow – especially report generation and/or performance analytics

External Referral Bonus:


Potential for Telework:


Clearance Level Required:




Scheduled Weekly Hours:




Requisition Category:


Job Family:

Business Process


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 33,000 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

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 here.

Securing Your Data

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 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 [email protected].

Commitment to Diversity

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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