CMDB and Incident Coordinator
Company: Leidos Inc
Location: Reston
Posted on: October 16, 2024
Job Description:
Description 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:2024-09-26While 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 -
$99,875.00The Leidos pay range for this job level is a general
guideline onlyand 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.#Remote
Keywords: Leidos Inc, Burke , CMDB and Incident Coordinator, Other , Reston, Virginia
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