Description: Leidos is working on a Department of Energy (DOE) IT program, and is in the process of identifying a high-performance team to include IT Service Management positions (listed below). This program will be primarily located in the Washington, DC Metro area.
These positions provide IT Service Management capabilities to deliver end user seat services. These capabilities include end user-facing components, such as a Service Catalog, Self Service, Knowledge Base, and User Portal, and back-end components, such as ITIL processes/tools for Configuration Management, Change Management, Incident Management, Asset Management, etc., and integration tools for interfacing disparate tools for IT Operations Management and automation of common, repeatable tasks.
IT Service Management Tools and Processes Responsibilities 1. Provide evidence-based process implementation and process automation within a managed seat service environment, using ITIL 2. Provide access to online customer ordering services that allows end users to place service requests for hardware, software, and associated support services, and to receive real-time order status 3. Provide change management, release management, and configuration management support 4. Provide a configuration management solution for all computing resources within the managed desktop environment, including a Configuration Management Database (CMDB) to track all hardware and software configuration items (CIs) throughout their respective lifecycles, including all licenses and licensing agreements 5. Provide a self-service capability, offering customer-driven, user-friendly tool that is available 24 hours-per-day, 7-days-per-week, 365-days-per-year accessibility 6. Provide a well-designed, user-oriented knowledge base portal 7. Provide end user training to all seat service customers, including support for all software and hardware functionality that comprises each seat 8. Provide an online knowledge base portal that, through searchable frequently asked questions (FAQs) and Wiki entries, allows end users to resolve common technical issues on their own 9. Continuously develop and refine the knowledge base to include new service inquiries and resolutions 10. Provide comprehensive tracking and reporting of the performance metrics that measure the quality of seat service delivery 11. Monitor performance metrics on a daily basis, and perform trend analysis 12. Provide monthly reports for all SLA metrics collected through service delivery
Required Skills * Minimum of a Bachelor's degree in an IT-related discipline or equivalent and two (2) years of general experience. Six (6) years of general experience is considered equivalent to a Bachelor's degree. With a Master's degree one (1) year of general experience is required. With a PhD, no additional general experience is required * Knowledge of ITIL service management concepts * Experience with ITSM tools (e.g., ServiceNow, Remedy) * Effective oral and written communication skills * Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures * Strong attention to detail and ability to prioritize work * Ability to pass the initial PIV access background check to achieve a DOE public trust clearance * Ability to obtain an "L" (Secret) or "Q" (Top Secret) level clearance
Desired Skills * ITIL certification * Business Process Analysis and Re-engineering expertise * Experience supporting DOE or other government agencies * Experience with ITSM Catalog systems (Remedy, ServiceNow) * Experience with DAYS (DOE's implementation using ServiceNow) * Experience with integration tools and automation scripting capabilities * Current DOE Public Trust, "L" (Secret) or "Q" (Top Secret) level clearance
Leidos Overview: Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.