CIC Analyst

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 a trusted federal partner supporting missionâEUR'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, missionâEUR'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 highâEUR'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 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:

• BachelorâEUR(TM)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.

#techjobs #clearance #veteranspage #LI-Remote

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.

• health insurance coverage
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off

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 processâEUR\"including accessing job postings, completing assessments, or participating in interviews,âEUR\"please contact People Operations at [e-mail].

Minimum Salary

$ 40,000.00

Maximum Salary

$ 65,000.00