Adhering to process and procedural directives, candidates will deliver high quality problem management coordination support across the ITEMS UFS program. Coordinate the support of multi-level problem investigation, root cause analysis and resolution of enterprise level or UFS specific problems.
Performs a variety of activities which contributes the successful delivery of outcomes of the Service Operations Team. Requiring familiarity of IT Service Management and expertise in the domain of ITIL Problem Management and client engagement, which may include:
Interface effectively with the NGA Service Desk, Customer, ITEMS UFS teams, Analysts, Project Managers and other Service Providers
Analyze incidents and requests coming to ITEMS UFS to identify trends and “problems” that if resolved will eliminate or reduce the number of incidents
Analyze incidents and requests that come to ITEMS UFS that should have been resolved by the enterprise service desk and work with NGA Service Desk POCs to identify required knowledge articles that UFS team can create to reduce – eliminate incidents and request that should be resolved by the enterprise service desk
Coordinate ITEMS UFS root cause analysis efforts in support of NGA Enterprise wide or ITEMS UFS specific problems or outages
Identify and update Knowledge Base Articles as directed or required
Identify and resolve assigned customer issues in a consultative manner
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.
Appropriate degree from an accredited university or equivalent experience/combined education, with professional experience and specialised training commensurate with assignment
ITIL V3 Foundations Certificate desirable
Knowledge of ITSM ticket systems (Remedy, 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
Experience & Education:
Requires Bachelor Degree and 2 – 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.
Experience in lieu of degree
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.
Performing root cause analysis
Extracting and analyzing data from ITSM systems to identify trends and create reports
Some experience with relevant ITSM technologies and the NGA environment
Some understanding of ITIL Incident, Problem and Change Management, Request Fulfilment, 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 lifecycles
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 and 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.
*** TELEWORK IS NOT AN OPTION. Candidate must report to the work site ***
Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. Effective December 8, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
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, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. 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.