24/7 IT Operations & Incident Response Analyst (Remote)

Hbcu Connect, Llc; United States; Remote; USD 40,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Life and disability insurance

Retirement savings plan

Paid holidays

Paid time off

Job summary

Maximus is seeking an IT Operations professional to join our 24/7 security and operations team in the United States. This contingent role will become permanent upon contract award and authorization to proceed, with Public Trust readiness and U.S.

citizenship required. You will monitor enterprise systems, coordinate incident response, liaise with shift Leads and stakeholders, and document events in ServiceNow, contributing to continuous improvement and national-scale outcomes.

Qualifications

• Bachelor's degree in IT/CS or a related field, or equivalent experience.
• 4+ years in IT operations, monitoring, help desk, or incident support.
• Experience in enterprise IT operations monitoring or incident management.
• Ability to monitor systems and identify anomalies from thresholds.
• Experience with ITSM tools such as ServiceNow.
• Ability to follow incident response and escalation procedures.
• Experience communicating with stakeholders during incidents.
• Ability to document incidents and activities accurately.
• Familiarity with IT infrastructure, cloud environments, or monitoring tools.
• Ability to operate in a 24/7 shift-based environment.

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.

Skills

IT operations

Incident management

24/7 shift support

Stakeholder communication

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

ITSM tools

Job description

Maximus is seeking an IT Operations professional to join our 24/7 security and operations team in the United States. This contingent role will become permanent upon contract award and authorization to proceed, with Public Trust readiness and U.S.

citizenship required. You will monitor enterprise systems, coordinate incident response, liaise with shift Leads and stakeholders, and document events in ServiceNow, contributing to continuous improvement and national-scale outcomes.