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.
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 Remedy (future ITSM toolsets) to support UFS
Manage ITEMS UFS incident, escaltions and request fulfilment queus 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
Identify and update Knowledge Base Articles as directed or required
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 analyse 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 specialized 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
Education & Experience:
Requires Bachelors 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.
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.
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. 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.