Leidos’s Office of Technology (OOT) has an immediate opening for an ITSM leader to help establish our next generation enterprise service management solutions, and best practices in to enable federal customers deliver their mission in a more cost effective, resilient, secure, compliant and adaptive manner. This position will provide an opportunity to work directly with Leidos technical leaders and other senior ITSM expertise using ServiceNow and other technologies.
The successful candidate will lead establish an ITSM roadmap for Leidos and work on analysis of alternatives (AoA), trade studies, repeatable capability, and solution and offering development, market positioning and will drive solutions in major capture efforts. This role requires functional and technical knowledge, and perpetual learning on the ServiceNOW platform and most commonly used ITSM, monitoring and SIEM tools and acting as the subject matter expert for maintaining an up-to-date, efficient platform capable of facilitating all the current and future needs of the business.
Additionally, this role requires knowledge of ServiceNow integration to Cloud based Interactive Voice Response and Automatic Call Distributor (IVR/ACD) solutions (such as NICE inContact) for computer telephony integration (CTI), automation and to extend self-help capabilities to end-users
In this role, the candidate provides leadership in building a portfolio of offerings and capabilities that encapsulates Leidos’ and partner intellectual property to address current and emerging demand signals in the federal civilian IT market for enterprise IT Service Management. The candidate will ensure Leidos differentiation of innovation, scale, security and speed feature prominently in positioning of our major capabilities. The candidate provides leadership across the spectrum of enterprise IT Service Management, including ITSM process and platform design to support end user services, data center modernization, software defined networking. .
The successful candidate will work hand-in-hand with business development, capture management, line management, research and development, and other subject matter experts to develop optimal and differentiated Leidos solutions to be delivered in proposals, on programs, or on research and development projects. In addition to developing solutions, you will help prospective customers and partners understand the value and benefits of the Leidos solution, explain technical features and transformation strategies, engage in proof of concepts, and troubleshoot potential problems.
•Builds and curates a comprehensive portfolio of secure enterprise IT managed services embedding a set of comprehensive, secure and scalable IT Service Management processes, knowledge, tooling and platforms to support the governance, management, monitoring, incident management for data center, enterprise networking, cloud adoption, end user and application domains.
•Establish an ITSM roadmap that serves to differentiate Leidos and drives completion of capabilities identified on the roadmaps.
•Develop, refine, and manage project artifacts including technical architecture diagrams, project plans, schedules, WBSs, and requirements.
•Ability to define, develop, document and translate detailed technical solutions into CONOPS, including technical and functional operations and management flows that are readily understandable by non-technical personnel
•Track and manage project milestones, action items, resources, issues, and risks. Manage projects and initiatives within budgetary, timeline and quality requirements.
•Liaise with external and internal customer stakeholders on technical design decisions and trade-offs and ensure software solution will meet required functional, performance, and SLA thresholds
•Curates proof points and past performance qualifications for Leidos success stories for leveraging enterprise IT Service Management to deliver the mission of government
•Identifies market trends in technology, methodologies and organizational designs for enterprise IT Service Management
•Engages with program teams to incubate, build out and sustain enterprise IT Service Management capabilities, offerings and solutions
•Provides senior technical leadership for major or strategic Leidos enterprise IT Service Management oriented captures, establishing the main solution concepts, identifying key elements of solution and approach differentiation
•Shape procurement by presentations to clients and through speaking engagements
•Educate teams on the implementation of new enterprise IT Service Management initiatives, providing associated training as required
•Act as a Subject Matter Expert for end-to-end enterprise IT Service Management process and platform design, including the practical introduction of AI Ops practices, processes and tooling
•Continually strive to identify and adopt process, tooling or techniques that will drive customer experience enrichment, change the perception of service desk interactions with customers.
•Help Leidos see over the IT support horizon, be comfortable not always siding with the easy solution, or the popular solution, be focused on customer experience and Leidos differentiation.
•Bachelor's degree (or equivalent) in Information Systems, Information Security, IT, EE, Network Engineering, Computer Science with 20+ years of prior relevant experience
•Significant experience (3+ years) designing, building and curating enterprise IT capabilities the Federal Systems Integration market including a strong focus on enterprise IT Service Management
•Has a successful track record in providing technical leadership in federal new business pursuits, with over $100M in TCV wins in the previous 5 years
•In-depth understanding of modern IT Service Management platforms including workflow, CMDB, asset tracking, infrastructure monitoring, applications monitoring, service discovery, incident management, knowledge management, SLA Management, change management
•Significant experience in design IT Service Management processes promoting self-service and multi-channel interactions
•In depth and hands on experience of Service Now capabilities
•Prouduct Life cycle knowledge/ experience
•Knowledge and experience with FedRamping Products
•Experience in capturing technical requirements and defining technical solutions in the form of conceptual, logical, and physical designs, including the ability to articulate those concepts verbally, graphically and in writing.
•Ability to synthesize solution design information, architectural principles, available technologies, third-party products, and industry standards to formulate a system architecture that meets client requirements and can be delivered within the desired timeframe.
•Experience developing cost models, technical delivery plans, technical solutions and basis of estimates (BOEs), including BOM development. Also develop concept of operations and discuss these models in Agile, federal SDLC or ITIL based terms.
•Experience identifying potential design, performance, security, and support problems, including ability to identify technical risks/challenges and develop relevant mitigation strategies.
•ITIL v3/v4 Foundation Certification
•Active PMI PMP certification
•Experience winning GSA FEDSIM captures
•Experience with Service Desk support and operations
•Experience in leveraging AI solutions to augment human participation in incidence management/SRT workflows (AI Ops) and platforms such as Robotic Process Automation solutions
•Understanding of the appropriate process alignment patterns between agile development processes and ‘DevOps’ infused ITIL processes
•Experience in building enterprise IT Service Management based Managed Services, with service descriptions, SLAs, labor estimates and tool estimates
External Referral Bonus:Eligible
Potential for Telework:Yes, 50%
Clearance Level Required:None
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Systems Engineering
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 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. 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.
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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.