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-00066453
Location: Springfield, VA
Category: Systems Administration
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance: Top Secret/SCI
Referral Eligibility: Eligible
Referral Bonus Amount: $5000
Group: Intelligence

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Job Description:

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.

Basic Qualifications:

  • 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 ***

Pay Range:

COVID Response

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. 

About 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, 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

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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