Service Management Analyst - Major Incident Management

Looking for an opportunity to make an impact? 

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. 

Your greatest work is ahead! 

Leidos Chief Information Office, reporting through the Digital Modernization sector, is seeking a Service Management Analyst to join the Service Management Office (SMO) within the Chief Information Office (CIO) organization. This role supports Major Incident and Problem Management activities to ensure the timely restoration of enterprise IT services and continuous improvement of service operations. This position is well suited for early-career IT Service Management professionals with approximately one to two years of relevant experience who are looking to grow their skills in ITSM, service operations, and incident coordination within a large enterprise environment. 

Note: This role focuses on IT service availability and operational incident management and is not a cyber security or threat response position. 

Location: This position offers full-time remote work from any U.S. based location.

Citizenship: U.S. Citizenship is required. 

Key Responsibilities 

• Support the management and coordination of major Incidents affecting CIO services to ensure timely service restoration 

• Participate in and assist with leading incident bridge calls, coordinating technical teams with urgency 

• Ensure clear, accurate, and timely communications to stakeholders throughout the incident lifecycle 

• Assist with incident triage, escalation, and prioritization in alignment with ITSM processes 

• Document incident activities, timelines, and resolutions in ServiceNow or similar ITSM tools 

• Contribute to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) meetings 

• Support Problem Management activities, including identification of recurring issues and trends 

• Track corrective actions and service improvement opportunities as part of Continuous Service Improvement (CSI) 

• Build effective working relationships with service owners, technical teams, and business stakeholders 

• Provide on-call support after hours and when needed to assist with critical or high-impact incidents; primary after-hours coverage is supported by another team 

Basic Qualifications 

• US Citizenship required.

• Bachelor’s degree with one to two years of relevant IT Service Management  

• Experie