Senior Service Support Specialist - Hybrid

Job Title: Senior Service Support Specialist - Hybrid



Duration (Contract): 12 Months



Client Location: Southlake, TX

Location Preference: Hybrid

Job Description:

As a Senior Service Support Specialist, you will support the Incident Command Team (ICT) within Infrastructure & Operations. This role will help connect postmortem and problem investigation activities to the remediation work that follows by evaluating, tracking, and reporting on assigned action items. The Analyst will help ensure actions tied to root cause, contributing factors, and service improvement opportunities are captured, meaningful, measurable, and effective in reducing recurrence risk

Responsibilities:

• Evaluate postmortem, Incident Root Cause Review (IRCR), and Problem Investigation (PBI) action items to determine whether they address root cause, contributing factors, or service improvement opportunities.

• Track action items across Jira and problem management tooling, monitoring progress, due dates, ownership, and completeness against original remediation intent.

• Prepare accurate reports and dashboards on status, aging, coverage, and remediation efficacy to support analysis, trend identification, and process improvement.

• Partner with Problem Coordinators, Incident Commanders, and engineering teams to validate action item closure and identify accountability gaps such as missing owners or due dates.

• Identify themes across incident and problem data to surface systemic risks and recommend improvements to remediation quality and process consistency.

• Support automation and AI-enabled tooling adoption to reduce manual tracking and improve action item reporting timeliness and reliability.

• Contribute to data quality reviews and reporting standards that reinforce consistent, defensible documentation.

Required Skills, Experiences, Education and Competencies:

• • 2+ years of experience in technology operations, incident/problem management, incident reviews, or remediation tracking.

  • Strong analytical skills to evaluate remediation quality and effectiveness against stated root cause.

  • Solid technology aptitude and understanding of IT operations and the incident/problem management lifecycle.

  • Excellent communication skills, including translating technical detail into clear, audience-appropriate reporting.

  • Proficiency with Word, Excel, and Outlook, including building and maintaining reports and structured tracking.

  • Ability to multitask and deliver timely, accurate, thorough work with professionalism.

  • Experience with Jira and ITSM tooling such as Helix/Remedy and Confluence.

  • Familiarity with AI agentics and automation, with interest in applying them to reduce toil and improve reporting.

  • Experience with PowerPoint and an understanding of data visualization tools such as Power BI.

  • Working knowledge of Agile and Kanban methodologies.

  • ITIL Foundations certification or equivalent process knowledge.

The hourly range for roles of this nature are $35.00 to $45.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.