NOC Problem & Change Management Analyst

Koniag Services, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k) with company match

Flexible spending accounts

Paid holidays

Paid time off

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, seeks a Problem/Change Management Analyst to support NOC operations in Washington, DC. The role focuses on ITIL-based problem/change management, leveraging ServiceNow, and coordinating RCA, KB articles, and CAB activities to minimize incident impact.

The ideal candidate will drive end-to-end processes, coordinate cross-functional teams, and deliver metrics and improvements in a fast-paced, mission-critical environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.
• 3+ years of IT service management, NOC operations, or IT operations with problem/change involvement.
• 2+ years hands-on ServiceNow experience including problem/change management and CAB coordination.
• Experience conducting/facilitating root cause analyses and post-incident reviews in NOC/IT ops.
• ITIL Foundation or higher with ITIL problem/change understanding.
• ServiceNow CSA or equivalent certification.
• Experience supporting federal government IT or NOC environments.

Responsibilities

• Execute end-to-end problem management lifecycle per ITIL practices.
• Analyze incident trends and high-impact outage data in ServiceNow to identify underlying issues.
• Lead RCA sessions and PIRs with NOC staff and technical teams; produce RCA docs.
• Maintain Known Error Database (KEDB) and link to incidents; ensure effective workarounds.
• Coordinate knowledge management; publish problem resolutions and workarounds as knowledge articles.
• Manage end-to-end change management lifecycle in ServiceNow; assess and schedule changes.
• Facilitate CAB/eCAB meetings; document decisions and action items.
• Assess change requests for completeness and risk; obtain approvals prior to implementation.
• Maintain forward schedule of change and communicate upcoming changes.
• Monitor implementation; ensure changes occur within windows; escalate issues as needed.
• Identify change-related incident trends; drive continuous improvement.
• Produce regular problem/change metrics for IT leadership.
• Help develop/update problem/change policies, workflows in ServiceNow.
• Collaborate with incident managers and operations teams for seamless handoffs.
• Serve as SME for problem/change management and training.

Skills

ITIL/ITSM

ServiceNow

Root cause analysis

CAB coordination

NOC operations

Communication

Federal government experience

CSA

Public Trust clearance

Education

Bachelor's degree in IT / CS or related

Tools

ServiceNow

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, seeks a Problem/Change Management Analyst to support NOC operations in Washington, DC. The role focuses on ITIL-based problem/change management, leveraging ServiceNow, and coordinating RCA, KB articles, and CAB activities to minimize incident impact.

The ideal candidate will drive end-to-end processes, coordinate cross-functional teams, and deliver metrics and improvements in a fast-paced, mission-critical environment.