Principal Systems Analyst

Please take this opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.

We are seeking a detail-oriented Principal Systems Analyst to join our dynamic, internationally dispersed team. This role is essential for supporting critical intelligence information-sharing networks by ensuring that IT services, systems, and configuration modifications are implemented seamlessly.

The successful candidate will act as a key analyst overseeing system workflows, monitoring service and change requests within ServiceNow, maintaining the integrity of the Configuration Management Database (CMDB), and driving process improvements. This position requires strong technical coordination skills to interface with stakeholders, ensure high ticket quality, manage Approved Service Interruptions (ASIs), and deliver reliable change management reporting for the customer.

Responsibilities

• Process, monitor, and manage service requests and engineering change request (CR) tickets using ServiceNow (or similar ITSM tools) to ensure proper categorization and handling.
• Facilitate and ensure high ticket quality, verifying that all technical documentation within tickets is complete, and proactively coordinate with teams to guarantee that tickets are addressed in a timely manner.
• Ensure configuration control and system integrity by reviewing design release documents and making authorized updates to the Configuration Management Database (CMDB) and authorized product lists.
• Actively track, schedule, and report on Approved Service Interruptions (ASIs) to minimize operational impact on coalition partners.
• Build and design custom dashboards and reports in response to customer Requests for Information (RFIs) and Contract Deliverables (CDRL) using Excel, Tableau, and ServiceNow.
• Conduct regular Change and Configuration Management audits for ServiceNow ticket actions to ensure strict compliance with internal processes.
• Analyze science, engineering, and business data processing workflows to identify inefficiencies, proposing and implementing improved ServiceNow workflows and IT service procedures.
• Author, update, and maintain comprehensive Standard Operating Procedures (SOPs), process maps, and knowledge base articles to assist team members with technical workflows.
• Act as a primary liaison between technical engineering teams, international mission partners, and program leadership to communicate change impacts and system schedules.
• Provide guidance, prepare agendas, and actively participate in weekly Technical Review Board (TRB) and Change Advisory Board (CAB) meetings.
• Serve as the local Subject Matter Expert (SME) for systems configuration, helping to guide managers, site leads, engineers, and administrators through configuration control procedures.

Required Qualifications

• 5+ years of IT Change Management, Configuration Management, or Systems Analysis experience.
• Active TOP SECRET/SCI clearance.
• ITIL V4 Foundation (or higher) or equivalent ITIL certification.
• Bachelor’s degree or equivalent experience.
• Strong hands-on experience utilizing ITSM tools, specifically ServiceNow (or equivalents like Remedy, SCSM).
• Must be eligible to achieve and maintain Technical Expert Status Accreditation (TESA) as defined in the Status of Forces Agreement (SOFA) between the United States and the Federal Republic of Germany. Qualification requires:

TESA REQUIREMENTS:

• A Bachelor's degree plus 3 years of specialized experience, OR;
• An Associate's degree plus 7 years of specialized experience, OR;
• A major certification plus 7 years of specialized experience, OR;
• 11 years of specialized experience.

Preferred Qualifications

• Deep familiarity with ServiceNow as a fulfiller, with explicit knowledge of the Change, Asset, and CMDB modules, and experience designing system workflows.
• Experience with advanced Excel (including Pivot Tables), Tableau, JIRA, or MS Access to track, control, and improve daily work processes.
• Proven experience preparing materials for and facilitating technical exchange meetings and approval workflows.