Incident & Problem Mgmt Analyst (Contingent upon Contract Award)

Akima; San Antonio (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking an Incident and Problem Management Analyst to serve as the primary point of contact for incidents in the client organization. Responsibilities include managing tickets, engaging with resources, and fulfilling service level agreements. Candidates should possess ITIL v4, Security+, or A+ Certifications, along with relevant experience.

Benefits

Comprehensive benefits

Competitive pay

Growth opportunities

Excellent retirement options

Qualifications

• 4-6 years of related experience.
• ITIL v4 Foundation Certification is required.
• Security+ or A+ Certification required.
• Secret Security Clearance necessary.

Responsibilities

• Researches and analyzes issues to support client operations.
• Opens and manages trouble tickets, engages Tier III support.
• Resolves tickets in accordance with SLA response and resolution times.

Skills

Incident Management

Problem Management

Customer Service

Research and Analysis

Education

ITIL v4 Foundation Certification

Security+ Certification

A+ Certification

Advanced degree in a related field

Job description

The Incident and Problem Management Analyst serves as the primary point of contact for incident and problem reporting within the client organization. Responds to incidents/issues, opens trouble tickets, provides status updates on existing tickets, answers incoming calls, creates support tickets, and provides the customer with information necessary to track the ticket. Engages with internal/external resources as necessary, including Tier III support. Responsible for resolving tickets in accordance with contractual service level agreement (SLA) response and resolution times. Shift work may be required in some positions, including Day, Swing, or Mids.

Responsibilities

• Researches and analyzes issues to support client operations.
• Opens trouble tickets, updates status on existing tickets, responds to inquiries, creates support tickets, and provides customers with incident and problem tracking information.
• Engages with internal and external resources, including Tier III support, to resolve issues.
• Resolves tickets in accordance with SLA response and resolution times.
• Identifies interdependencies with internal or external departments or service providers.
• Develops and disseminates communication regarding project or program status.
• Tracks progress and provides ongoing reports to leadership or program sponsors.
• Performs work independently and under supervision.
• Handles Tier I and Tier II issues and refers complex issues to higher-level staff.

Qualifications

• 4-6 years of related experience.
• ITIL v4 Foundation Certification.
• Security+ or A+ Certification.
• Secret Security Clearance.

Desired Qualifications

• Advanced degree in a related field or equivalent experience.
• Equivalent combination of training, certifications, work, and/or military experience.

Job ID: 2025-16492

Work Type: On-Site

Company Description

Work Where it Matters

Tuva, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission extends beyond federal projects to support shareholder communities in Alaska.

At Tuva, your work makes a difference in the lives of over 15,000 Iñupiat shareholders, Alaska natives from one of the most remote and harsh environments in the U.S.

We provide support, employment opportunities, and contribute to the survival of a culture that has thrived above the Arctic Circle for over 10,000 years.

For our shareholders, Tuva offers support and opportunities; for our government clients, we optimize IT systems, tools, and services.

As a Tuva employee, you'll enjoy a supportive environment committed to innovation and diversity, with comprehensive benefits, competitive pay, growth opportunities, and excellent retirement options.