CIC Analyst

Maximus; Nashville (TN); On-site; USD 40,000 - 65,000; Full time

Job summary

Maximus is seeking an experienced IT Operations/Incident Support professional in Nashville to monitor enterprise environments and coordinate rapid responses. The role requires supporting incident classification, bridge calls, and stakeholder updates while maintaining thorough incident records.

The candidate will work in a shift-based, 24/7 operations setting with a focus on ITSM processes, documentation, and continuous improvement to reduce incident frequency over time.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 4+ years of experience in IT operations, monitoring, help desk, or incident support roles.
• Experience supporting IT operations monitoring or incident management in an enterprise environment.
• Ability to perform continuous system monitoring and identify anomalies or incidents based on thresholds or alerts.
• Experience using ITSM tools (e.g., ServiceNow) for incident tracking and documentation.
• Ability to follow incident response procedures and escalation processes.
• Experience providing real-time communications to stakeholders during operational events.
• Ability to maintain accurate documentation of incidents and activities.
• Familiarity with basic IT infrastructure, cloud environments, or enterprise monitoring tools.
• Ability to operate effectively in a 24/7 shift-based environment.

Responsibilities

• Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to incidents in real time.
• Support incident declaration and classification, ensuring timely identification and escalation of critical incidents.
• Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads and technical teams.
• Provide stakeholder notifications and updates on incident status and impacts.
• Monitor incident progress, track actions, and support escalation workflows for timely resolution.
• Maintain and update incident records in ticketing systems (e.g., ServiceNow).
• Utilize automation/tools to improve efficiency in incident tracking and reporting.
• Identify recurring incident trends and contribute to continuous improvement to reduce incidents.
• Collaborate with CIC Shift Leads to refine definitions of critical incidents and improve processes.
• Participate in 24/7 operations and incident response activities.

Skills

Incident management

IT operations monitoring

Stakeholder communication

Documentation practices

Shift-based operations

ITSM tools

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

ITSM tools

Job description

Maximus is a trusted federal partner supporting mission‑critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence, and a commitment to mission success for our customers.

Joining Maximus means becoming part of a collaborative, mission‑driven organization where teamwork, accountability, and professional growth are core to how we operate. We invest in our workforce through training, education, and career development, empowering professionals to deliver high‑impact solutions while contributing to outcomes that matter at a national scale.

This position is contingent upon contract award and position availability. Selected candidates will receive a contingent offer of employment, which will become final only upon successful contract award to Maximus, availability of the position, and receipt of authorization to proceed.

Ability to obtain and maintain a Public Trust is required. Active Public Trust and/or DHS Suitability is preferred. U.S. citizenship or U.S. national status required.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS217, T1, Band 4

Job-Specific 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.

Job-Specific 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.

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Minimum Requirements

TCS217, T1, Band 4

#TSTECH

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.

Minimum Salary

$40,000

Maximum Salary

$65,000