Description Job Description: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. Specific Functions: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:A cents € cents A' A' A' Part of 24/7 shift teamA cents € cents A' A' A' Interface effectively with the NGA Service Desk, Customer, ITEMS UFS teams, Analysts, Project Managers and other Service ProvidersA cents € cents A' A' A' Triage and if possible resolve incident and service requests coming from NGA Service DeskA cents € cents A' A' A' Route incidents and service requests to appropriate ITEMS UFS service queuesA cents € cents A' A' A' Support request fulfillment management, event management, and incident management in coordination with the ESC. This includes coordination to create or modify ticket workflows within ServiceNow (future ITSM toolsets) to support UFSA cents € cents A' A' A' Manage ITEMS UFS incident, escalations and request fulfillment queues to ensure SLA are metA cents € cents A' A' A' Raise, update and resolve specific UFS ticket types under direction from Operations ManagementA' A cents € cents A' A' A' Contribute to monitoring the various channels of NGA communicationsA' A cents € cents A' A' A' Monitor many different systems using TruesightA cents € cents A' A' A' Identify and resolve assigned customer issues in a consultative mannerA cents € cents A' A' A' Manage multiple work queues and assume responsibility for adhering to quality control practicesA cents € cents A' A' A' Maintain and update required queue management governance registersA cents € cents A' A' A' Support Daily, weekly, monthly reporting on queue levels and ensuring work queues are maintained and controlledA cents € cents A' A' A' Source and analyze relevant subject matter documentationA cents € cents A' A' A' Participate in continuous service & quality improvement initiativesA cents € cents A' A' A' Identify and implement efficiencies to enhance service outcomesA' A cents € cents A' A' A' Contribute to business improvement initiativesA cents € cents A' A' A' Ensure adherence to processes by employees for IT SupportA cents € cents A' A' A' Other duties as required. Qualifications:A cents € cents A' A' A' Appropriate degree from an accredited university or equivalent experience/combined education, with professional experience and specialized training commensurate with assignmentA cents € cents A' A' A' ITIL V3 Foundations Certificate desirableA cents € cents A' A' A' Knowledge of ITSM ticket systems (ServiceNow) and reporting functionalityA cents € cents A' A' A' Experience in reporting on a variety of business processes and technologies used in service deliveryA cents € cents A' A' A' Experience with flexible solution design for new and emergent reporting requirementsA cents € cents A' A' A' High-level of experience using MS Office applications Education & Experience:A cents € cents A' A' A' Requires Bachelors Degree and 2 - 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.A cents € cents A' A' A' Coupled with your education and practical experience, you will demonstrate a "A< oecan-do', pro-active, approach with the ability to understand the business, identify issues and develop relationships to achieve Leidos' objectives.A' A cents € cents A' A' A' Some experience with relevant ITSM technologies and the NGA environmentA cents € cents A' A' A' Some understanding of ITIL Incident, Problem and Change Management, Request Fulfillment, and Release and Deployment processesA cents € cents A' A' A' Demonstrated ability in following direction and working as part of a team of professionals, with particular experience working within Project life-cyclesA cents € cents A' A' A' Demonstrated ability to consistently produce excellent results in a complex environmentA cents € cents A' A' A' Demonstrated ability to communicate successfully with internal and external stakeholdersA cents € cents A' A' A' Experience in adapting to new technologies rapidly. Skills & Abilities:A cents € cents A' A' A' 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:A' A cents € cents A' A' A' Strong planning and organizational skillsA cents € cents A' A' A' An ability to manage the resolution of basic technical issuesA' A cents € cents A' A' A' Strong initiative in developing and improving systems and proceduresA cents € cents A' A' A' Strong problem solving skillsA cents € cents A' A' A' Strong analytical skills with attention to detailA cents € cents A' A' A' Demonstrated ability to build and maintain effective working relationships across all levelsA cents € cents A' A' A' Ability to work effectively and efficiently in a fast pace environmentA cents € cents A' A' A' Strong skills with relevant technologies and domainsA cents € cents A' A' A' Demonstrated ability to follow direction, negotiate effectively, and communicate with excellenceA cents € cents A' A' A' Proficient with MS Office applications. Panama Work Schedule: The schedule would be Wed-Sat one week, Thu-Sat the other week. Hours are 0600-1800ET.External Referral Bonus:EligiblePotential for Telework:NoClearance Level Required:Top Secret/SCITravel:NoScheduled Weekly Hours:40Shift:DayRequisition Category:ProfessionalJob Family:Systems Administration Pay Range: Leidos is a Fortune 500A' (R)A' information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit .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.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 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 spam.leidos@.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.