The National Security Sector at Leidos has an opening for a Service Operations Engineer to support a client’s requirements in a challenging, dynamic setting located in Aurora, Colorado as part of the Ratchet OCONUS program. This is an exciting opportunity to apply your experience to support our customer’s critical mission.  The position requires an active TS/SCI with Polygraph security clearance.

The Service Operations Engineer will work in a collaborative environment with teammates, to include the Government customer to ensure program service delivery standards in support of Tier 2 hardware break/fix requirements are met with a focus on continuous improvement across the program. The successful candidate will support the Program Manager and the Service Operations Manager in the coordination/execution of all activities related to the task scope to include configuration and change management.  The successful candidate will provide service operations analysis across the program to focus on the appropriate standards, processes, procedures, and tools to be utilized throughout the service lifecycle and institutionalize a common process methodology for project, product, service delivery and operations. 

Primary Responsibilities:

• Provide oversight, develop, implement, analyze and maintain technical assurance and control systems over processes, procedures and data analysis. 

• Manage the performance requirement standards in accordance with Customer ecosystem enterprise-level directives, site specific policies and program contract.

• Assist Regional Service Delivery Managers in gathering and analyzing performance and spares usage data. Identify problems, implement solutions.

• Manage and improve the performance management system and execute service operations engineering to maintain excellence and mission assurance.

• Drive proactive process leadership, consistency of engineering task performance, and performance excellence on program.

• Apply knowledge of information technology, system engineering, project development, service delivery six sigma/continuous service improvement to provide proactive engagement and effective solutions.

• Establish proactive and predictive measurements for performance metrics. Ensures measures meet contracted performance requirement standards.

• Support the Service Operations Manager to ensure project and process controls, CDRL products, services and projects are compliant with requirements, standards, Govt directives, and the contract objectives.

• Coordinate and collaborate with other maintenance, operations and engineering contracts as required.

• Spearhead configuration management procedures, ensuring efficiency and smooth workflow across the program

• Responsible for program change management: monitor and supervise changes to the equipment database, documents, SharePoint portal and workflows

• Ensure documentation of all work performed is accurately noted in ServiceNow ticketing system.

• Ensure completion and accuracy of maintenance and operations documentation.

Basic Qualifications:

• United States’ citizen with current TS/SCI access with SSBI and Poly

• Bachelor’s Degree with 4-8 years of applicable experience or prior relevant experience in lieu of degree

• 5+ years’ experience supporting mission critical systems

• Proven experience with one or more of the following technical disciplines:

  • Service operations engineering

  • Systems engineering and integration

  • Project management

  • Configuration management

  • Change management

  • NSIS-based integration

  • ITIL framework

• Excellent verbal and written communication skills and strong interpersonal skills

• Proven ability to work collaboratively and constructively as part of a team

• Willingness to perform after hours support as required

• Experience with Service Level Management, ITIL, Process Framework, ITSM, Six Sigma and continuous service improvement initiatives

• Proficient in designing, developing, and reviewing documents including requirements documents, feature documents, user stories, incident response/service request procedures

• Proficiency in Microsoft Office applications (PowerPoint, Excel, Word, Project)

Preferred Qualifications:

• Experience with ServiceNow

• Experience with IC systems and acquisitions offices

• Ability to be flexible to adapt to changing situations

Original Posting Date:

2024-09-10

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 $81,250.00 - $146,875.00

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.