Incident & Problem Analyst

EXECUTIVE 1 HOLDING COMPANY•Tysons, VA

19d•$55,000 - $75,000•Hybrid

About The Position

The Incident & Problem Analyst supports the identification, coordination, and prevention of recurring IT issues. The role monitors incident trends, analyzes root causes, and collaborates with technical teams and client stakeholders to support timely resolution and long-term service improvements. The analyst creates and manages problem tickets, documents findings, and provides data-driven insights to enhance service reliability and user satisfaction. Working with the service desk, PMO, and management teams, the position translates incident data into actionable recommendations and supports continuous improvement. The position is based at the Corporate Headquarters in McLean, Virginia. It is primarily onsite, with possible hybrid options depending on business needs, in a standard office environment. Occasional lifting of IT equipment up to 25 pounds and minimal travel are expected. The salary range is $55,000 to $75,000 per year.

Requirements

At least 3 years of experience in IT service management, incident coordination, or problem analysis.
Bachelor’s degree in IT, Business, or a related field, or equivalent experience.
Proficiency in ServiceNow ITSM.
Solid understanding of ITIL incident, problem, and change management.
Skill in data analysis and trend identification for service improvement.
Exceptional communication skills with technical and client stakeholders.
Strong organization, time management, and follow-through.
Proficiency in Microsoft 365 tools, such as Excel, PowerPoint, Teams, and SharePoint.
Must be able to acquire Public Trust Clearance.
Must be able to pass a SAMHSA Drug Screening Test.

Nice To Haves

Experience with Power BI, Excel dashboards, or other data visualization tools.
Experience supporting government or compliance-driven contracts.
Knowledge of continuous improvement frameworks such as Lean or Six Sigma.
ITIL 4 certified.

Responsibilities

Monitor, analyze, and report on incident trends to identify recurring issues and potential problems before they affect service delivery.
Create, track, and coordinate problem tickets in ServiceNow or a similar ITSM platform, ensuring accurate documentation, timely updates, and effective resolution.
Collaborate with technical teams, service desk staff, and client stakeholders to investigate root causes and implement corrective or preventive actions.
Maintain detailed records of problem investigations, including incident links, workarounds, and permanent fixes, in alignment with ITIL and organizational standards.
Prepare reports and dashboards summarizing problem status, incident trends, and service performance metrics for management and client review.
Develop after-action reports following major incidents or significant problems, documenting timelines, contributing factors, lessons learned, and recommended preventive actions.
Track after-action report action items through closure and coordinate with technical teams and stakeholders to ensure corrective and preventive measures are implemented.
Develop or update knowledge base articles, standard operating procedures, and process documentation to reflect lessons learned and preventive measures.
Coordinate with the PMO and Quality teams to integrate problem management findings into process improvements and training initiatives.
Participate in regular reviews and meetings to communicate findings, track progress, and support continuous improvement goals.
Ensure documentation and reports meet plain language, accessibility, and quality standards, including Section 508 compliance.
Maintain awareness of service-level agreements and ensure timely closure of assigned problems and related deliverables.