IT Solution Analyst(Service Availability Lead)

Strategic Staffing Solutions; Minneapolis (MN); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Strategic Staffing Solutions is seeking an experienced IT Solutions Analyst to lead Service Availability in a 24x7 network operations environment. The role centers on change management, risk management, and incident management to maintain network availability.

You will partner with engineering, contractors, and business stakeholders, coordinate CAB meetings, and ensure robust processes. This contract position requires ITIL certification and 5-10 years of relevant experience, with hybrid work and

Qualifications

• 5-10 years of professional experience in Change Management, Risk Management, Incident Management, and/or Network Operations.
• ITIL certification required.
• Experience in a 24x7 operational environment.
• Strong understanding of network operations and service availability.

Responsibilities

• Lead change management activities and CAB/Technical CAB meetings.
• Assess risks and propose mitigation strategies for changes and incidents.
• Coordinate incident response and service restoration efforts in a 24x7 environment.
• Collaborate with engineering, network operations, and project teams.
• Communicate status and risk information to stakeholders.
• Ensure change requests include sufficient technical and operational details.

Skills

Change Management

Risk Management

Incident Management

Network Operations

IT Operations

Service Operations

ITIL

24x7 Operations

ServiceNow

Tools

ServiceNow

Job description

Strategic Staffing Solutions is currently looking for an IT Solutions Analyst for a W2 contract opportunity.

IT Solutions Analyst- Service Availability Lead

Location: Denver, CO, Minneapolis, MN
Work Arrangement: Hybrid - 3 days per week onsite (Tuesday-Thursday)
Schedule: 24x7 Operations - Fixed Assigned Shifts
Experience: 5-10 years
Employment Type: Contract
Work Auth: USC/GC holders only
Top Skills:

• 5-10 years of professional experience in one or more of the following areas:
  • Change Management
  • Risk Management
  • Incident Management
  • Network Operations
  • IT Operations
  • Service Operations
• ITIL certification required.
• Strong understanding of network operations and service availability.
• Experience working in a 24x7 operational environment.

Job Summary

We are seeking an experienced Service Availability Leads to support a 24x7 network operations environment. This role is responsible for maintaining network availability and stability by leading change management, risk management, and incident management activities. The Service Availability Lead will serve as a key operational partner to technical teams, engineering, project teams, contractors, and business stakeholders. The position requires a strong understanding of network operations, the ability to assess technical and operational risk, and the confidence to make sound, risk-based decisions.

The role will primarily focus on Change Management and Risk Management (approximately 70%), with Incident Management (approximately 30%).

The ideal candidate is a confident communicator, quick thinker, and decisive problem solver who can remain effective under pressure, lead remediation efforts, and quickly pivot between competing operational priorities.

Key Responsibilities

Change Management

• Review change requests submitted through ServiceNow.
• Validate implementation plans, testing plans, risk assessments, and rollback procedures.
• Ensure change requests contain sufficient technical and operational information before approval.
• Identify gaps, risks, dependencies, and potential impacts to network availability.
• Return incomplete or inaccurate change requests for correction.
• Facilitate Change Advisory Board (CAB) and Technical CAB meetings.
• Review and communicate change tickets during technical calls.
• Coordinate required approvals and ensure compliance with established change management processes.
• Support emergency change requests and operational escalations.
• Understand the technical and business rationale behind each change before providing approval or risk recommendations.

Risk Management

• Evaluate proposed changes and operational activities for technical, business, and service availability risks.
• Identify potential conditions that could negatively impact network stability or availability.
• Recommend appropriate risk mitigation strategies.
• Partner with engineering, network operations, project teams, and contractors to reduce operational risk.
• Lead or support remediation efforts when risks are identified.
• Help identify opportunities to reduce self-inflicted outages and improve operational processes.
• Make informed, risk-based recommendations and confidently communicate the rationale behind decisions.

Incident Management

• Lead response activities for critical incidents and service outages.
• Coordinate technical teams during incident investigation, troubleshooting, and service restoration.
• Facilitate incident bridge calls and technical discussions.
• Communicate service-impact information and expected restoration timelines to appropriate stakeholders.
• Provide timely updates during service disruptions.
• Escalate issues appropriately based on severity, risk, and business impact.
• Support remediation efforts following significant incidents.
• Help ensure the network remains stable and available during service-impacting events.

Service Availability & Network Operations

• Proactively identify and mitigate risks that could result in network outages.
• Monitor and support overall service availability and network stability.
• Participate in technical operational calls and availability discussions.
• Quickly pivot between different operational teams and priorities as incidents, changes, and risks arise.
• Work closely with contractors responsible for implementing and executing technical changes.
• Coordinate through team collaboration channels with technical and operational stakeholders.
• Support a continuous improvement culture focused on network reliability and operational excellence.

Day-to-Day Activities

• Review and evaluate change tickets submitted through ServiceNow.
• Participate in Technical CAP/CAB calls to discuss upcoming changes and associated risks.
• Answer technical and operational questions throughout the day.
• Provide approvals or risk-based recommendations for changes and incident-related activities.
• Coordinate with contractors responsible for implementing approved changes.
• Communicate with multiple technical teams through collaboration channels.
• Respond to incidents and operational escalations as needed.
• Assess risks and determine appropriate mitigation or escalation.
• Pivot between departments and operational priorities within a 24x7 operations environment.
• Lead or participate in remediation efforts following service-impacting events.

Required Qualifications

• 5-10 years of professional experience in one or more of the following areas:
  • Change Management
  • Risk Management
  • Incident Management
  • Network Operations
  • IT Operations
  • Service Operations
• ITIL certification required.
• Strong understanding of network operations and service availability.
• Experience working in a 24x7 operational environment.
• Demonstrated experience evaluating technical and operational risk.
• Ability to review technical change requests and identify gaps in:
  • Implementation plans
  • Testing plans
  • Risk assessments
  • Rollback procedures
• Strong understanding of change management processes.
• Ability to lead or facilitate operational meetings and technical discussions.
• Excellent verbal and written communication skills.
• Confident public speaker who can communicate effectively with technical and business stakeholders.
• Strong organizational and multitasking skills.
• Ability to work independently with limited supervision.
• Ability to make informed decisions under pressure.
• Ability to quickly learn new processes and adapt to changing operational requirements.
• Experience with ServiceNow.
• Experience in telecommunications, infrastructure, utilities, or other large-scale operational environments.
• Experience supporting major incidents and service outages.

Key Skills & Competencies

• Change Management
• Risk Management
• Incident Management
• Network Operations
• Service Availability
• ITIL
• ServiceNow
• Technical Risk Assessment
• Incident Response
• Stakeholder Management
• Operational Decision-Making
• Meeting Facilitation
• Problem Solving
• Technical Communication
• Remediation Leadership
• Multitasking
• Adaptability

Work Environment & Schedule

• Hybrid work environment.
• Must be willing and able to work an assigned day or night shift within a 24x7 operational environment.
• Three days onsite per week, Tuesday through Thursday.
• Remaining workdays may be performed remotely, based on operational requirements.
• Position supports a 24x7 operations environment with fixed assigned shifts.
• Candidates must be flexible to support day or night shift requirements.
• Weekly team meetings are conducted in person.
• Training is conducted approximately once per quarter and requires in-person attendance.
• Primarily office- and computer-based work.
• Comfortable working under pressure in a 24x7 operations environment.