Principal Systems Analyst

General Dynamics Information Technology, Inc.; United States; On-site; USD 108,000 - 127,000; Full time

Benefits offered by this job

Total Rewards package

Flexible work weeks

Paid time off & benefits

Job summary

General Dynamics Information Technology, Inc. (GDIT) seeks a Principal Systems Analyst to support the US BICES-X program, delivering reliable IT services and change management across a globally dispersed team.

The role emphasizes coordinating with stakeholders, maintaining CMDB integrity, and driving ServiceNow workflows, with an emphasis on security clearances and international collaboration. This position offers a competitive benefits package and opportunities in advanced DoD technology

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.
• Hands-on experience with ITSM tools, specifically ServiceNow (or Remedy, SCSM).
• TESA eligibility per SOFA requirements (see notes).
• TESA requirements: bachelor’s degree + 3 years or equivalent combinations.

Responsibilities

• Process, monitor, and manage service requests and CR tickets using ServiceNow to ensure proper categorization.
• Ensure high ticket quality; verify documentation and coordinate with teams for timely closure.
• Review design release docs and update CMDB and product lists while maintaining integrity.
• Track, schedule, and report on ASIs to minimize impact to coalition partners.
• Build dashboards and reports using Excel, Tableau, and ServiceNow to support RFIs and CDLRs.
• Conduct Change and Configuration Management audits for compliance with processes.
• Analyze workflows to identify inefficiencies and propose improved ServiceNow processes.
• Create and maintain SOPs, process maps, and knowledge base articles.

Skills

IT Change Management

ServiceNow ITSM

Technical Coordination

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow

Remedy

SCSM

Job description

Type of Requisition

Regular Clearance Level Must Currently Possess: Top Secret/SCI Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: IT Infrastructure and Operations

Job Qualifications

• Skills: IT Change Management, ServiceNow IT Service Management (ITSM), Technical Coordination
• Certifications: None
• Experience: 5 + years of related experience US Citizenship Required: Yes

Job Description

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.

Salary

The likely salary range for this position is $107,744 - $126,500.

Travel & Telecommuting

Travel Required: Less than 10% Telecommuting Options: Onsite

Work Location

International

Additional Work Locations

Additional Work Locations:

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.

To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.

We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.