At Leidos, we're dedicated to delivering smarter solutions that drive innovation and make a real difference in people's lives. Our team of experts is passionate about creating a workplace where everyone can thrive, feel welcome, valued, and respected.
We're seeking an Incident Management Analyst to join our dynamic team and play a key role in ensuring the smooth operation of our Centralised Processing (CP) program within the Department of Defence. As a seasoned professional with a strong technical understanding across multiple domains, you'll be responsible for managing day-to-day incident management, including command and control of Major Incidents, ensuring compliance with processes, SLA performance, and contributing to Post Incident Reviews.
This is a fast-paced environment where you'll work closely with system engineers and IT professionals to resolve complex challenges and deliver client outcomes. You'll have the opportunity to develop and improve Standard Operating Procedures (SOPs) in collaboration with the Incident Team Lead and Process Owner.
Key Responsibilities:
* Chair technical bridge calls and coordinate with internal and external stakeholders to drive timely incident resolution within agreed service levels.
* Manage priority incidents with urgency, ensuring accurate, high-quality incident records and compliance with SLAs and outage tracking requirements.
* Provide clear, consistent communication to stakeholders throughout the incident lifecycle, demonstrating strong customer service and empathy.
* Support the development and continuous improvement of Standard Operating Procedures (SOPs).
Requirements & Qualifications:
* Experience in a Service Desk or Incident Management team, with a solid technical understanding across multiple domains.
* Familiarity with ServiceNow is advantageous, alongside strong conceptual, analytical, and interpretive skills with keen attention to detail.
* Proven ability to manage multiple concurrent tasks, effectively prioritising while identifying dependencies and risks.
* Excellent verbal and written communication skills, with the confidence to engage comfortably and knowledgeably with stakeholders at all levels.
Diversity, Equity and Inclusion:
Leidos Australia is committed to creating a truly inclusive workplace where everyone can do important work, feels welcome, valued, and respected. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.
What We Offer:
* A collaborative and supportive team environment.
* Opportunities for professional growth and development.
* A competitive salary and benefits package.