Incident & Problem Analyst

Position Summary

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.

Core Competencies

• Strong analytical mindset for identifying patterns, root causes, and performance trends
• Clear, professional communication with technical teams, management, and client stakeholders
• Precise documentation skills ensuring accuracy, clarity, and completeness of incident records
• Highly organized with proven time management in fast-paced environments
• Collaborative, solutions-oriented approach to problem solving and service improvement
• Skilled at translating technical data into actionable insights for diverse audiences
• Commitment to continuous improvement, accountability, and service excellence

Key Responsibilities & Essential Duties

• 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

Qualifications

Required:

• 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)

Nice to Have:

• 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

Required Clearances/ Certifications

• Must be able to acquire Public Trust Clearance
• Must be able to pass a SAMHSA Drug Screening Test

Work Environment / Location Expectations

• Primarily onsite with possible hybrid options depending on business needs
• Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
• Minimal travel required

Benefits:

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO