IT Incident & Problem Analyst - Data-Driven Reliability

Executive 1 Holding Company, LLC; McLean (VA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Executive 1 Holding Company, LLC is seeking an Incident & Problem Analyst to identify, coordinate, and prevent recurring IT issues. You will monitor incident trends, analyze root causes, and collaborate with technical teams and client stakeholders to drive timely resolution and long-term service improvements.

The role emphasizes documenting findings, transforming incident data into actionable recommendations, and delivering data-driven insights to enhance service reliability and user

Qualifications

• 3+ years’ experience in IT service management, incident coordination, or problem analysis.
• Bachelor’s degree in IT, Business, or related field, or equivalent experience.
• Proficient in ServiceNow ITSM.
• Solid understanding of ITIL incident, problem, and change management.
• Skilled in data analysis and trend identification for service improvement.
• Exceptional communication skills with technical and client stakeholders.
• Highly organized with strong time management and follow-through.
• Proficient in Microsoft 365 tools (e.g., Excel, PowerPoint, Teams, and SharePoint).

Responsibilities

• Monitor, analyze, and report on incident trends to identify recurring issues and potential problems before they impact service delivery.
• Create, track, and coordinate problem tickets in ServiceNow (or similar ITSM platform), ensuring accurate documentation, timely updates, and effective resolution.
• Collaborate with technical teams, service desk staff, and client stakeholders to investigate root causes and implement corrective or preventive actions.
• Maintain detailed records of problem investigations including incident links, workarounds, and permanent fixes in alignment with ITIL and organizational standards.
• Prepare reports and dashboards summarizing problem status, incident trends, and service performance metrics for management and client review.
• Develop after-action reports (AARs) following major incidents or significant problems, documenting timelines, contributing factors, lessons learned, and recommended preventive actions.
• Track AAR action items through closure, coordinating with technical teams and stakeholders to ensure corrective and preventive measures are fully implemented.
• Support knowledge management by developing or updating knowledge base articles, SOPs, and process documentation to reflect lessons learned and preventive measures.
• Coordinate with the PMO and Quality teams to integrate problem management findings into process improvements and training initiatives.
• Participate in regular reviews and meetings to communicate findings, track progress, and support continuous improvement goals.
• Ensure all documentation and reports meet plain language, accessibility, and quality standards including Section 508 compliance.
• Maintain awareness of service-level agreements (SLAs) and ensure timely closure of assigned problems and related deliverables.

Skills

IT service management

Incident coordination

Problem analysis

ServiceNow ITSM

ITIL

Data analysis

Communication

Microsoft 365

Education

Bachelor's degree in IT, Business, or related field

Tools

Power BI

Excel

SharePoint

Teams

Job description

Executive 1 Holding Company, LLC is seeking an Incident & Problem Analyst to identify, coordinate, and prevent recurring IT issues. You will monitor incident trends, analyze root causes, and collaborate with technical teams and client stakeholders to drive timely resolution and long-term service improvements.

The role emphasizes documenting findings, transforming incident data into actionable recommendations, and delivering data-driven insights to enhance service reliability and user