The IT Service Desk Incident Analyst will be part of the Incident Management team supporting the ongoing Information Technology operations of the United States Marshal Service. This role will provide monitoring and tracking to ensure incidents are processed in accordance with the Incident Management Standard Operating Procedures. In addition, the role will entail handling and following up on Incident tickets and requests.

In this role you will:

• Become a trusted partner to all Information Technology teams.
• Ensure communication of Incident policies and procedures to the supporting teams.
• Monitor and report on team KPIs and provides guidance to various teams to drive improvement
• Track escalations to other teams and work with other team leads / managers to drive escalations to resolution.
• Track follow-up action items relating to platform incidents and works with other teams to drive these items to resolution.
• Ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact.
• Complete and send daily, and weekly Incident Management reports.
• Track follow-up action items relating to infrastructure incidents and work with other teams to drive these items to resolution.
• Participate as an incident management team member in Major Incidents.
• Monitor and ensure Incidents are responded to within the guidelines of the Incident Management Standard Operating Procedure.
• Track open incidents and identify any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation).
• Track and follow up on Unplanned and Planned outages.
• Ensure all incidents are recorded in ServiceNow and categorized properly.
• Assist in post incident review activity to create a more efficient incident management process for future incidents.
• Track and follow up on software/hardware asset incident and request tickets.
• Respond to users’ inquiries concerning software/hardware asset incident and request tickets.
• Responsible for shipping hardware assets from central headquarters.

Who you are:

• Energized when faced with complex technical challenges and diligently work to identify creative solutions.
• Ability to perform high quality work, both independently and with a team, in a fast-moving environment.
• Ability to plan and prioritize tasks to successfully meet/exceed customer expectations.

Required Education, Experience, & Skills

• Bachelor’s degree or 4 years of comparable work experience.
• Soft skills required include:
  • excellent written and oral communication
  • teamwork
  • leadership attributes

Preferred Education, Experience, & Skills

• ITIL v3/4 certification
• Experience in working on ServiceNow ticketing tool preferred.
• Prior experience working on an IT Service Desk

About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you’ll find a rewarding career that truly makes a difference.

Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.

Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.

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