ITSM Incident & Change Lead

American Public Education, Inc. (APEI); United States; On-site; USD 70,000 - 110,000; Full time

Job summary

American Public Education, Inc. (APEI) is seeking an ITSM Analyst to coordinate and optimize IT service management processes across incidents, changes, problems, and service levels.

The role leads daily incident response, CAB facilitation, and operational reporting, while driving improvements through data analysis and stakeholder collaboration. Responsibilities include monitoring high-priority incidents, coordinating post-incident reviews, and maintaining governance records in the ITSM platform.

Qualifications

• 3+ years in ITSM or related role.
• Experience with major incident, change, problem, and SLA management.
• Experience coordinating high-priority incidents and technical calls.
• Experience reviewing change records and facilitating CAB activities.
• Knowledge of 5 Whys RCA and corrective actions.
• Ability to produce operational reports and service metrics.
• Familiarity with ITIL practices and related processes.
• PM coordination experience and stakeholder coordination.

Responsibilities

• Coordinate end-to-end major and critical incident response.
• Monitor priority incident alerts and facilitate calls and communications.
• Maintain incident timelines, decisions, and restoration updates.
• Coordinate post-incident follow-up and link to problem records.
• Administer change management and CAB meetings; document decisions.
• Coordinate problem management and root cause analyses.
• Facilitate root cause analyses and track corrective actions.
• Monitor service performance against SLAs and report trends.
• Produce daily, weekly, and monthly operational reporting.
• Identify improvement opportunities and support implementation.
• Maintain ITSM procedures, documentation, and calendars.
• Support technical projects as coordinator or PM.
• Coordinate cross-functional meetings and stakeholder updates.
• Partner with service desk, infrastructure, vendors, and business.

Skills

ITSM

Incident management

Change management

Problem management

SLA reporting

Root cause analysis

Stakeholder communication

Project coordination

Facilitation

Analytical skills

Education

Bachelor's degree

ITIL Foundation

Tools

ServiceNow

Salesforce

Job description

American Public Education, Inc. (APEI) is seeking an ITSM Analyst to coordinate and optimize IT service management processes across incidents, changes, problems, and service levels.

The role leads daily incident response, CAB facilitation, and operational reporting, while driving improvements through data analysis and stakeholder collaboration. Responsibilities include monitoring high-priority incidents, coordinating post-incident reviews, and maintaining governance records in the ITSM platform.