Principal ITSM Incident Analyst

Job Description

Join a Team that's Shaping the Future of IT Support

At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Principal ITSM Incident Analyst, you'll play a critical role in providing exceptional IT support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

As a Principal ITSM Incident Analyst, you'll be responsible for analyzing, resolving, and documenting incidents to restore service operations swiftly, while driving root cause analysis and process enhancements aligned with ITIL 4 practices. You'll utilize ServiceNow as the primary platform to contribute to a resilient IT environment by preventing recurrences and optimizing incident management for mission-critical government operations. Your day-to-day responsibilities will include analyzing and resolving IT incidents, documenting incidents comprehensively, and conducting thorough root cause analysis for major incidents.

By joining our team, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. You'll be expected to develop, maintain, and refine incident management processes, procedures, and workflows within ServiceNow, and collaborate with cross-functional teams to triage incidents, communicate status updates, and implement lessons learned from post-incident reviews. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

Location Requirement

The successful candidate must be located within 50 miles of Washington, DC.

Required Education, Experience, & Skills

Required Education, Experience, & Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 6+ years of experience in IT incident analysis and resolution, with at least 3 years in a senior or principal role focused on ITSM environments
• 3+ years of hands-on experience with ServiceNow Incident Management module, including configuration, reporting, and RCA tools
• Active DoD Secret Clearance (must be current and transferable)
• Strong knowledge of ITIL 4 practices, particularly Incident and Problem Management
• Proficiency in analytical tools (e.g., ServiceNow dashboards, Excel for trend analysis) and documentation standards
• Excellent problem-solving skills and ability to work under pressure in fast-paced, high-stakes scenarios
• Behaviors that will help someone excel in this role:
• Applies extensive expertise, and has full knowledge of other related disciplines
• Exercises considerable latitude in determining objectives and approaches to assignment
• May function in a project leadership role

Preferred Education, Experience, & Skills

Preferred Education, Experience, & Skills

• ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) and Certified System Administrator (CSA)
• Experience supporting U.S. government or DoD contracts, with familiarity in incident management for classified or sensitive systems
• ITIL 4 Managing Professional (MP) certification or equivalent
• Background in root cause analysis methodologies (e.g., 5 Whys, Fishbone) and process automation scripting
• Master's degree in a relevant field or additional certifications (e.g., CompTIA Security+ for secure incident handling)

Pay Information

Full-Time Salary Range: $ $

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

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.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.