CIC Analyst

Essential Duties and Responsibilities Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time. Support incident declaration and classification, ensuring timely identification and escalation of critical incidents based on defined criteria and SOPs. Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads, technical teams, and stakeholders during active incidents. Provide stakeholder notifications and updates, ensuring timely and accurate communication of incident status and impacts. Monitor incident progress, track response actions, and support escalation workflows to ensure timely resolution. Maintain and update incident records within ticketing systems (e.g., ServiceNow), ensuring accurate documentation of events, actions, and outcomes. Utilize available tools and automation capabilities (e.g., transcription, AI-assisted documentation) to improve efficiency and reduce manual effort in incident tracking and reporting. Support identification of recurring incident trends and contribute to continuous improvement efforts to reduce incident frequency over time. Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents and improve detection, response, and reporting processes. Participate in 24/7 operations, including shift-based monitoring and incident response activities. Minimum Requirements Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 4+ years of experience in IT operations, monitoring, help desk, or incident support roles. Demonstrated experience supporting IT operations monitoring or incident management activities in an enterprise environment. Ability to perform continuous system monitoring and identify anomalies or incidents based on defined thresholds or alerts. Experience supporting incident tracking and documentation using ITSM tools (e.g., ServiceNow or similar). Ability to follow and execute incident response procedures and escalation processes. Experience providing real-time communication and notifications to stakeholders during operational events. Ability to maintain accurate and detailed documentation of incidents and operational activities. Familiarity with basic IT infrastructure, cloud environments, or enterprise systems monitoring tools. Ability to operate effectively in a shift-based, 24/7 operations environment. Preferred Skills and Qualifications Experience supporting federal government environments. Familiarity with incident management and ITIL processes. Experience working in NOC, SOC, or Command Center environments. Exposure to cloud environments (AWS/Azure) and monitoring tools. Familiarity with automation or AI-assisted tools for documentation and operational efficiency. Strong attention to detail and ability to follow structured procedures. Effective communication skills for coordinating with technical teams and stakeholders. Ability to work in a fast-paced, high-visibility operational environment. 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. Maximum salary ranges from $40,000.00 to $65,000.00. Compensation may include short- and long-term incentives, program-specific awards, and benefits such as health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off. 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. #J-18808-Ljbffr