Analyst - IT Service Management

Description & Requirements

Maximus is currently seeking an Analyst - IT Service Management.

This is a remote position.

Essential Duties and Responsibilities:
- Perform day-to-day operational activities supporting Incident, Problem, and Change Management, and other established ITSM functions in accordance with documented processes and procedures.
- Assist with Change Advisory Board (CAB) activities, including meeting preparation, scheduling logistics, documentation, and follow-up tasks under the direction of ITSM leadership.
- Support senior ITSM staff in the development and enhancement of ITSM processes, including requirements gathering, documentation, reporting, training materials, and rollout activities.
- Collaborate with IT and business teams to help ensure ITSM processes align with supported business workflows, escalating gaps or issues as identified.
- Monitor assigned ITSM process metrics and reports using established tools; compile trend data and findings for review by ITSM leadership.
- Provide documentation and administrative support for Major Incident response and Problem Management investigations, including meeting notes and post-incident records.
- Prepare routine ITSM reports (monthly, quarterly, and ad hoc) to support leadership visibility into service performance.
- Assist with the coordination of ITSM training activities, ensuring training materials remain accurate and current for onboarding and system use. Create and update ITSM documentation, such as user guides, process flows, policies, and training materials, following established standards.
- Support Continual Service Improvement (CSI) efforts by gathering data, documenting improvement opportunities, and assisting with communication and rollout activities.
- Participate in an on-call rotation, as required, to support deployments, changes, or major incidents during non-business hours.

Job-Specific Essential Duties and Responsibilities:
- Monitors and triages customer requests, email alerts, and system notifications while managing and auditing support tickets.

- Troubleshoots and resolves or escalates server, network, storage, security, cloud (AWS), hardware, and application issues.

- Supports large-scale enterprise IT environments, following established processes, procedures, and IT service management best practices.

- Produces performance and customer contact reports, contributes to knowledge management documentation, and trains end users on systems and software.

- Works effectively in fast-paced environments, managing multiple priorities while continuously expanding technical knowledge and skills.

- Preferred experience includes ServiceNow, ITIL-based support environments, and multi-tiered ticketing systems.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Must be able to pass a background investigation and obtain a 6C level of clearance.

Preferred Skills and Qualifications:

- ITIL Foundation certification.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at View email address on click.appcast.io .

Minimum Salary

$

80,000.00

Maximum Salary

$

85,000.00