ITSM Incident & Change Lead - Service Excellence

APEI; United States; À distance; USD 70 000 - 95 000; Plein temps

Résumé du poste

American Public Education, Inc. is seeking an IT Service Management Analyst to coordinate and optimize enterprise IT services. You will lead day-to-day major incident, change, problem, and SLA reporting activities while driving improvement opportunities across teams and platforms.

The role requires advanced knowledge of ITIL practices, experience with incident and change management, and strong communication skills to engage stakeholders and coordinate cross-functional efforts.

Qualifications

• 3+ years of experience in IT service management, IT operations, or related role.
• Experience supporting major incidents, changes, problems, and service level management in an enterprise environment.
• Experience coordinating high-priority incidents and facilitating technical calls with resolver teams.
• Experience reviewing change records, assessing risk, and facilitating CAB activities.
• Familiarity with root cause analysis methods (e.g., 5 Whys) and corrective action tracking.
• Ability to build, interpret, and communicate operational reports and service metrics.

Responsabilités

• Coordinate end-to-end major and critical incident responses from alert to closure.
• Monitor priority incident alerts, initiate SWARM or bridge calls, and engage required teams.
• Maintain incident timelines, actions, risks, and restoration updates; coordinate communications.
• Facilitate post-incident follow-up, linking to problem records and root cause analysis.
• Administer change management, ensure completeness, and coordinate CAB meetings.
• Coordinate problem management and track root cause analyses and corrective actions.
• Produce daily, weekly, and monthly operational reporting on incidents, changes, and SLAs.
• Support technical projects as project coordinator or manager, defining scope, milestones, and risks.

Connaissances

Incident management

Change management

Root cause analysis

SLA reporting

Stakeholder communication

Facilitation

Analytical skills

Documentation

Formation

Bachelor's degree in information technology or related

ITIL Foundation certification

Outils

ServiceNow

Salesforce

Description du poste

American Public Education, Inc. is seeking an IT Service Management Analyst to coordinate and optimize enterprise IT services. You will lead day-to-day major incident, change, problem, and SLA reporting activities while driving improvement opportunities across teams and platforms.

The role requires advanced knowledge of ITIL practices, experience with incident and change management, and strong communication skills to engage stakeholders and coordinate cross-functional efforts.