Service Management Analyst - Major Incident Management
Leidos
IT
Remote
Posted on Mar 13, 2026
Leidos CIO is seeking a Service Management Analyst focused exclusively on enterprise Major (Severity 1) Incident Management within IT Operations.
This role supports the structured coordination and restoration of high-impact enterprise IT outages within the Leidos CIO ServiceNow environment. It requires:
Real-time incident bridge participation
Analytical engagement in Root Cause Analysis (RCA)
Hands-on Major/Critical Incident ownership within ServiceNow
Note: This role focuses on IT service availability and operational Major Incident Management. This is not a Service Desk, Cyber Security Incident Response, or Business Analyst position.
Location: Full-time remote (U.S.-based)
Citizenship: U.S. Citizenship required
Key Responsibilities
Support coordination of enterprise Major (Sev 1) IT outages
Lead and facilitate real-time Major/Critical incident bridge calls with cross-functional technical teams, ensuring structured coordination, clear accountability, and timely service restoration.
Maintain structured, timely communications with stakeholders and leadership during outages
Own and manage Major/Critical Incident records within the Leidos CIO ServiceNow environment
Ensure accurate lifecycle management, impact documentation, escalation tracking, and resolution updates within ServiceNow
Actively participate in Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) sessions
Contribute analytically during RCA discussions by identifying contributing factors and supporting corrective and preventive actions
Track remediation items and service improvement initiatives through completion
Provide rotational after-hours/on-call support for Critical enterprise incidents as needed
This role requires:
Real-time Major/Critical Incident bridge coordination
Hands-on ownership of Major Incidents within the Leidos CIO ServiceNow environment
Analytical participation in Root Cause Analysis
Basic Qualifications
U.S. Citizenship required
Bachelor’s degree and 2–4 years of hands-on experience supporting enterprise Major (Severity 1) IT incidents within an IT Operations or NOC environment
Direct participation in live enterprise incident bridge calls during high-impact service outages
Hands-on experience managing Major/Critical Incidents within an enterprise ServiceNow ITSM environment (required)
Demonstrated ownership of incident lifecycle management within ServiceNow
Experience working within an ITIL-based Incident and Problem Management framework
Active participation in Post-Incident Reviews and Root Cause Analysis discussions (beyond documentation only)
Strong experience producing structured post-incident documentation, including timelines, impact summaries, root cause narratives, and corrective action tracking
Ability to operate independently in high-pressure, time-sensitive operational environments
Willingness and ability to support rotational after-hours Critical Incident response
Important Clarification...
If your experience is limited to:
Service Desk ticket handling
Cybersecurity/SOC incident response
Business or process-only analysis
your talent will not meet the requirements of this position.
Preferred Qualifications
ITIL v3 or ITIL v4 Foundation certification
Experience operating within a complex, enterprise-scale ServiceNow ITSM environment
Experience supporting geographically distributed or global technical teams during high-impact incidents
Exposure to Continuous Service Improvement (CSI) practices, particularly related to Major Incident or Problem Management
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Original Posting:
March 10, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $59,150.00 - $106,925.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.