Analyst 1 Jobs

About The Position

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.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) matching
• PTO