ProblemChange Management Analyst

Koniag IT Systems LLC a Koniag Government Services company is seeking a Problem/Change Management Analyst to support KITS and our government customer in Washington DC. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systems a Koniag Government Services company is seeking a skilled and process-driven Problem/Change Management Analyst to support a Network Operations Center (NOC) environment. The ideal candidate is an analytically minded IT professional with a strong foundation in ITIL-based problem and change management practices a keen eye for identifying systemic issues and a demonstrated ability to coordinate complex change activities within fast-paced mission-critical operations environments. This individual will play a key role in minimizing the impact of incidents through effective root cause analysis driving the resolution of known errors and ensuring that changes to the IT environment are assessed approved and implemented in a controlled and risk-aware manner. The Problem/Change Management Analyst will be responsible for executing and supporting the end-to-end problem and change management processes within the NOC environment leveraging the ServiceNow platform and working in close collaboration with NOC operations staff incident managers technical teams and IT leadership. This individual will drive root cause analysis activities for recurring and high-impact incidents maintain the known error database coordinate change advisory board (CAB) activities and ensure that all changes to the production environment are properly assessed communicated and implemented with minimal disruption to operations. Principal responsibilities will include but are not limited to:Execute the end-to-end problem management lifecycle including problem identification logging categorization prioritization investigation root cause analysis known error recording and problem closure in accordance with ITIL best practices and organizational incident trends recurring events and high-impact outage data within ServiceNow to proactively identify underlying problems and systemic issues driving repeat incidents within the NOC and lead root cause analysis (RCA) sessions and post-incident reviews (PIRs) in collaboration with NOC technicians Tier 2 and Tier 3 technical teams and subject matter experts producing clear and actionable RCA documentation and and govern the Known Error Database (KEDB) within ServiceNow ensuring that known errors are accurately documented linked to relevant incident records and equipped with effective workarounds to support NOC staff in minimizing service with the knowledge management team to ensure that problem resolutions workarounds and root cause findings are captured as knowledge articles and made accessible to NOC operations the end-to-end change management lifecycle including the intake assessment classification scheduling approval implementation coordination and post-implementation review of all change requests submitted through and facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings including agenda preparation change record review risk and impact assessment facilitation and documentation of CAB decisions and action change requests for completeness risk potential impact on NOC operations and scheduling conflicts working with change submitters to ensure all required information and approvals are obtained prior to the forward schedule of change (FSC) and communicate upcoming changes to NOC operations staff IT leadership and relevant stakeholders in a timely and accurate and track the implementation of approved changes ensuring that changes are executed within approved windows outcomes are recorded and any failed or unauthorized changes are escalated and remediated trends in change-related incidents and failed changes conducting analysis to support continuous improvement of the change management process and reduce change-related regular problem and change management performance reports and metrics for NOC leadership and IT management including problem aging RCA completion rates change success rates and change-related incident the development and continuous improvement of problem and change management policies procedures workflows and ServiceNow configurations in alignment with ITIL standards and organizational with incident managers service desk leads and IT operations teams to ensure seamless integration and handoffs between incident problem and change management as a subject matter expert and point of contact for problem and change management process guidance training and compliance within the NOC and Experience:Required:Bachelors degree in Information Technology Computer Science or a related field from an accredited college or university or equivalent work experience.3 years of experience in IT service management NOC operations or IT operations role with direct involvement in problem and/or change management activities.2 years of hands-on experience executing problem and change management processes within the ServiceNow platform including management of problem records change requests and CAB coordination experience conducting or facilitating root cause analysis and post-incident review activities in a NOC or IT operations :ITIL Foundation Certification or higher with demonstrated knowledge of ITIL problem and change management process Certified System Administrator (CSA) or equivalent ServiceNow platform supporting federal government IT or NOC Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to clearly articulate complex technical findings risk assessments and process guidance to both technical and non-technical audiences including executive -on proficiency with the ServiceNow platform specifically the Problem Management and Change Management modules including the creation management and reporting of problem records known error records and change understanding of ITIL-based problem and change management principles and practices including root cause analysis methodologies known error management change risk assessment CAB governance and the forward schedule of experience applying structured root cause analysis methodologies such as 5 Whys Ishikawa/Fishbone Diagrams fault tree analysis or equivalent techniques in a NOC or IT operations to analyze incident and event data within ServiceNow and monitoring platforms to identify trends recurring problems and systemic issues driving operational coordinating and facilitating Change Advisory Board (CAB) meetings including change record review risk and impact facilitation and documentation of outcomes and with NOC operations including event and incident management workflows alert triage escalation procedures and shift-based operational organizational and time management skills with the ability to manage multiple concurrent problem and change records while maintaining accuracy completeness and adherence to defined SLAs and process developing clear and actionable RCA reports post-incident review documentation and change management performance metrics for IT leadership and operations to work collaboratively across technical teams operations staff and business stakeholders to drive timely problem resolution and controlled change to obtain a Public Trust Skills and Competencies:ITIL v4 Foundation or higher certification with specific knowledge of ITIL problem management change enablement and continual improvement Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) working in a federal government NOC or IT operations environment including familiarity with FISMA FedRAMP or related compliance and security with complementary NOC monitoring and observability tools such as Splunk SolarWinds Dynatrace Nagios or equivalent platforms and their relationship to problem identification and change impact assessment of ServiceNow reporting dashboards and Performance Analytics capabilities as applied to problem and change management program oversight and continuous service supporting or contributing to a Major Incident Management process including coordination of post-major-incident RCA activities and executive-level with DevOps and Agile delivery practices and their intersection with ITIL change management and release management processes in a hybrid IT developing or improving problem and change management process documentation workflows and governance frameworks within an ITSM platform of configuration management database (CMDB) principles and their role in supporting accurate change impact assessments and problem investigations within Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352