Incident & Problem Analyst
About The Position
We are seeking a detail-oriented and analytical Incident & Problem Analyst to support the identification, coordination, and prevention of recurring IT issues. This role monitors incident trends, analyzes root causes, and collaborates with technical teams and client stakeholders to ensure timely resolution and long-term service improvements. The Incident & Problem Analyst is responsible for creating and managing problem tickets, documenting findings, and providing data-driven insights that enhance service reliability and user satisfaction. Working closely with the service desk, PMO, and management teams, this position plays a key role in bridging daily operations with continuous improvement by transforming incident data into actionable recommendations.
Requirements
- 3+ years’ experience in IT service management, incident coordination, or problem analysis
- Bachelor’s degree in IT, Business, or related field, or equivalent experience
- Proficient in ServiceNow ITSM
- Solid understanding of ITIL incident, problem, and change management
- Skilled in data analysis and trend identification for service improvement
- Exceptional communication skills with technical and client stakeholders
- Highly organized with strong time management and follow-through
- Proficient in Microsoft 365 tools (e.g., 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 (e.g., Lean, Six Sigma)
- ITIL 4 certified
Responsibilities
- Monitor, analyze, and report on incident trends to identify recurring issues and potential problems before they impact service delivery
- Create, track, and coordinate problem tickets in ServiceNow (or 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 (AARs) following major incidents or significant problems, documenting timelines, contributing factors, lessons learned, and recommended preventive actions
- Track AAR action items through closure, coordinating with technical teams and stakeholders to ensure corrective and preventive measures are fully implemented
- Support knowledge management by developing or updating knowledge base articles, SOPs, 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 all documentation and reports meet plain language, accessibility, and quality standards including Section 508 compliance
- Maintain awareness of service-level agreements (SLAs) and ensure timely closure of assigned problems and related deliverables
Benefits
- Medical, Vision and Dental Coverage
- 401(k) Matching
- PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
