Problem Analyst

Summary

Join a high-impact team focused on driving continuous improvement across IT operations. You’ll play a key role in identifying root causes, capturing lessons learned, and enhancing service delivery through structured problem management. The role involves leading root cause analysis, facilitating post-incident reviews, collaborating with internal and external teams, analyzing trends, and supporting the development of problem management metrics. A strong understanding of ITSM frameworks and root cause analysis methodologies is required, along with experience with ServiceNow or similar tools. This is a full-time, remote position requiring an active DoD Secret clearance and a Bachelor’s degree or equivalent experience. The position offers a competitive salary between $70k-$80k.

Requirements

• 2+ years of experience in IT service management, problem analysis, or related roles
• Strong understanding of ITSM frameworks and root cause analysis methodologies
• Experience with ServiceNow or similar ITSM tools
• Proficiency in Microsoft Excel, PowerPoint, and SharePoint
• Excellent communication and facilitation skills
• Active DoD Secret clearance (must be verifiable)
• Bachelor’s degree or 4 additional years of relevant experience

Responsibilities

• Lead root cause analysis efforts and drive identification of lessons learned across the ITSM lifecycle
• Facilitate Post-Incident Reviews for high-priority incidents, ensuring actionable outcomes and process improvements
• Collaborate with internal and external teams to assign ownership and track resolution of problem actions
• Analyze trends in case types, closure codes, and recurring issues to inform strategic decisions
• Support the development and refinement of problem management metrics and documentation

Preferred Qualifications

• Familiarity with benchmarking tools like Advana or ADW
• Experience supporting contingency contracting or expeditionary systems (e.g., JCXS)
• Security+ certification (preferred but not required)