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Service Operations Analyst (Security Clearance required)

Company: Leidos
Location: Chantilly
Posted on: January 11, 2019

Job Description:

Job Description:The Defense & Intelligence Group of Leidos is seeking a Sr Service Operations Analyst to support the Information Technology Enterprise Management Contract within the National Geospatial Intelligence Agency. 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 ProvidersAnalyze incidents and requests coming to ITEMS UFS to identify trends and "problems" that if resolved will eliminate or reduce the number of incidentsAnalyze 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 deskCoordinate ITEMS UFS root cause analysis efforts in support of NGA Enterprise wide or ITEMS UFS specific problems or outagesIdentify and update Knowledge Base Articles as directed or requireIdentify and resolve assigned customer issues in a consultative mannerSupport Daily, weekly, monthly reporting on queue levels and ensuring work queues are maintained and controlledSource and analyze relevant subject matter documentationParticipate in continuous service & quality improvement initiativesIdentify and implement efficiencies to enhance service outcomesContribute to business improvement initiativesEnsure adherence to processes by employees for IT SupportBasic Qualifications: Bachelors Degree and 2 years prior relevant work experience. Additional years of experience in lieu of degree is acceptable.Knowledge of ITSM ticket systems (Remedy, ServiceNow and reporting functionalityExperience in reporting on a variety of business processes and technologies used in service deliveryExperience with flexible solution design for new and emergent reporting requirementsHigh-level of experience using MS OfficePerforming root cause analysisExtracting and analyzing data from ITSM systems to identify trends and create reportsSome experience with relevant ITSM technologies and the NGA environmentSome understanding of ITIL Incident, Problem and Change Management, Request Fulfillment, and Release and Deployment processesDemonstrated ability in following direction and working as part of a team of professionals, with particular experience working within Project life cyclesDemonstrated ability to consistently produce excellent results in a complex environmentDemonstrated ability to communicate successfully with internal and external stakeholdersExperience in adapting to new technologies rapidly.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 memberActive TS/SCI with the ability to obtain a Poly clearance is requiredUFS

Keywords: Leidos, Chantilly , Service Operations Analyst (Security Clearance required), Professions , Chantilly, Virginia

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