CMDB and Incident Coordinator

We are in search of a motivated and detail-oriented candidate for the dual role of CMDB and Incident Coordinator. The ideal candidate will possess foundational knowledge of Configuration Management Database (CMDB) principles and experience in managing major incidents, including running incident bridges. This role focuses on maintaining accurate configuration data and assisting in the effective management of incidents to minimize disruptions to services to join our task force at the CIO/Enterprise Infrastructure/Service Management Office located in Reston, VA.

As a core member of the Service Management team, you will play a valuable part in supporting and executing a wide range of projects and programs, as well as an exciting opportunity to use your experience and training to help analyze Leidos’ current Service Management processes and workflows and help to bring improvements and efficiency to this transforming organization.

As the global CIO Services organization, we enable the enterprise to execute its mission to grow through innovation, collaboration, and effective use of information and technology. Through our world class talent and technology, we will provide differentiated and agile services, partnering with the enterprise to strategically transform, defend and grow the business, developing and implementing solutions that we can use to support our customers’ mission.

Roles and Responsibilities:

CMDB Support:

• Assist our CMDB lead in maintaining and updating the Configuration Management Database (CMDB) to ensure accurate and current information on IT assets and configurations.
• Participate in regular audits and reconciliations of the CMDB to ensure data integrity. Collaborate with IT teams to document configuration item (CI) details, relationships, and dependencies.
• Support the development and implementation of processes to enhance CMDB data quality and governance.
• Maintain and update the Configuration Management Database (CMDB) to ensure accuracy and completeness of configuration items (CIs).
• Support regular audits and reconciliations of CMDB data to identify and resolve discrepancies. 
• Implement data quality controls and processes to ensure the integrity of CMDB information.
• Monitor data entry and usage to ensure compliance with established standards and policies. 
• Collaborate with the Change Management team to assess the impact of changes on configuration items and ensure that the CMDB is updated accordingly.
• Review and approve CI changes, ensuring alignment with configuration management policies.
• Work closely with IT teams (e.g., Asset Management, Major Incident Management) to ensure accurate CI representation and data sharing.
• Stay updated on industry best practices and emerging trends in configuration management. 

Incident Coordination:

• Assist in the Incident Management process to ensure timely resolution of major incidents and minimize service disruptions.
• Experience in managing major incidents, including running incident bridges and facilitating communication among stakeholders.
• Act as a point of contact for incident escalations and help prioritize incidents based on business impact.
• Participate in incident reviews and root cause analysis to identify trends and recommend improvements.

Documentation and Reporting:

• Help create and maintain documentation related to CMDB processes, incident management procedures, and training materials.
• Assist in developing and presenting reports on CMDB health and incident management performance metrics to stakeholders.

Cross-functional Collaboration:

• Work closely with global teams across multiple countries and time zones to support incident resolution and CMDB initiatives.
• Participate in agile ceremonies, including sprint planning, retrospectives, and daily stand-ups.

Requirements Gathering and Agile Practices:

• Engage with stakeholders to gather requirements for CMDB enhancements and incident management improvements.
• Write user stories, test plans, and acceptance criteria in alignment with agile methodologies.
• Advocate for best practices in agile project management and continuous improvement.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Two (2) or more years of relevant experience in IT service management, specifically in CMDB and incident management.
• Proficient in ServiceNow platform, with hands-on experience in CMDB and ITSM modules.
• Strong understanding of ITIL framework and best practices.
• US citizenship is required and able to obtain security clearance as needed.

Preferred Qualifications:

• ITIL V3 or V4 Foundation certification.
• Experience working in an agile environment with familiarity in agile methodologies. - Proven ability to work effectively as part of a global team across multiple countries and time zones.
• Experience in requirements gathering, story writing, and creating test plans.

Application Process:

If you meet the above qualifications and are interested in this dual role, please submit your resume and a cover letter detailing your relevant experience.

Original Posting Date:2024-09-26

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 $55,250.00 - $99,875.00

The 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.