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 https://career-events.leidos.com.

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 Leidos.com 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-00037105
Location: Springfield, VA
Category: Systems Administration
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret/SCI
Referral Eligibility: Eligible
Group: Intelligence

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Description

Job Description:

Adhering to process and procedural directives, candidates will deliver high quality support to individuals and technical teams in order to facilitate the timely resolution of assignments and meet Service Level Agreements. Contributing to continuous service and quality improvement initiatives will be vital while working as a member of the Service Operations team.

Specific Functions:
Performs a variety of activities which contributes the successful delivery of outcomes of the Service Operations Team. Requiring familiarity of the field of IT Service Management and expertise in the domain of ticket management and client engagement, which may include:
•    Part of 24/7 shift team
•    Interface effectively with the NGA Service Desk, Customer, ITEMS UFS teams, Analysts, Project Managers and other Service Providers
•    Triage and if possible resolve incident and service requests coming from NGA Service Desk
•    Route incidents and service requests to appropriate ITEMS UFS service queues
•    Support request fulfillment management, event management, and incident management in coordination with the ESC. This includes coordination to create or modify ticket workflows within ServiceNow (future ITSM toolsets) to support UFS
•    Manage ITEMS UFS incident, escalations and request fulfillment queues to ensure SLA are met
•    Raise, update and resolve specific UFS ticket types under direction from Operations Management 
•    Contribute to monitoring the various channels of NGA communications 
•    Monitor many different systems using Truesight
•    Identify and resolve assigned customer issues in a consultative manner
•    Manage multiple work queues and assume responsibility for adhering to quality control practices
•    Maintain and update required queue management governance registers
•    Support Daily, weekly, monthly reporting on queue levels and ensuring work queues are maintained and controlled
•    Source and analyze relevant subject matter documentation
•    Participate in continuous service & quality improvement initiatives
•    Identify and implement efficiencies to enhance service outcomes 
•    Contribute to business improvement initiatives
•    Ensure adherence to processes by employees for IT Support
•    Other duties as required.

Qualifications:
•    Appropriate degree from an accredited university or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment
•    ITIL V3 Foundations Certificate desirable
•    Knowledge of ITSM ticket systems (ServiceNow) and reporting functionality
•    Experience in reporting on a variety of business processes and technologies used in service delivery
•    Experience with flexible solution design for new and emergent reporting requirements
•    High-level of experience using MS Office applications

Education & Experience:
•    Requires Bachelors Degree and 4 – 8 years of prior relevant experience or Masters with 2 – 6 years of prior relevant experience.

•    Coupled with your education and practical experience, you will demonstrate a ‘can-do’, pro-active, approach with the ability to understand the business, identify issues and develop relationships to achieve Leidos’ objectives. 

•    Some experience with relevant ITSM technologies and the NGA environment
•    Some understanding of ITIL Incident, Problem and Change Management, Request Fulfillment, and Release and Deployment processes
•    Demonstrated ability in following direction and working as part of a team of professionals, with particular experience working within Project life-cycles
•    Demonstrated ability to consistently produce excellent results in a complex environment
•    Demonstrated ability to communicate successfully with internal and external stakeholders
•    Experience in adapting to new technologies rapidly.

Skills & Abilities:
•    You will have strong communication skills (verbal and written), technical and interpersonal skills combined with the ability to work autonomously as well as contribute as a valued team member including: 
•    Strong planning and organizational skills
•    An ability to manage the resolution of basic technical issues 
•    Strong initiative in developing and improving systems and procedures
•    Strong problem solving skills
•    Strong analytical skills with attention to detail
•    Demonstrated ability to build and maintain effective working relationships across all levels
•    Ability to work effectively and efficiently in a fast pace environment
•    Strong skills with relevant technologies and domains
•    Demonstrated ability to follow direction, negotiate effectively, and communicate with excellence
•    Proficient with MS Office applications.

Panama Work Schedule: The schedule would be Wed-Sat one week, Thu-Sat the other week. Hours are 0600-1800ET.

External Referral Bonus:

Eligible

Potential for Telework:

No

Clearance Level Required:

Top Secret/SCI

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Systems Administration

Leidos

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 www.Leidos.com.

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 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 [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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