NOC Problem & Change Specialist — ITIL & ServiceNow

Koniag Government Services; Washington (District of Columbia); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

PTO 3 weeks

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Problem/Change Management Analyst to support a government customer in Washington, DC. The role requires the ability to obtain a Public Trust and offers a comprehensive benefits package.

The successful candidate will drive ITIL-based problem and change management within a NOC environment, leverage ServiceNow, coordinate CAB activities, and provide RCA-based improvements to minimize incidents and service disruption.

Qualifications

• ITIL-based problem and change management experience.
• Strong root cause analysis and PIR/RCA facilitation.
• Experience with ServiceNow problem/change modules and CAB coordination.
• Ability to obtain a Public Trust clearance.

Responsibilities

• Execute end-to-end problem management lifecycle per ITIL.
• Analyze incident trends and drive root cause analysis.
• Lead RCA sessions and PIRs with NOC teams and SMEs.
• Maintain Known Error Database and knowledge articles.
• Coordinate end-to-end change management in ServiceNow.
• Facilitate CAB/eCAB meetings and document decisions.
• Maintain forward schedule of change and communicate it.
• Monitor changes and ensure proper implementation.

Skills

ITIL processes

Problem management

Change management

ServiceNow

Root cause analysis

NOC operations

Communication skills

English proficiency

Education

Bachelor's degree in Information Technology, Computer Science, or related field

3+ years IT service management/NOC/IT operations

2+ years ServiceNow problem/change management

Tools

ServiceNow Platform

NOC monitoring tools

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Problem/Change Management Analyst to support a government customer in Washington, DC. The role requires the ability to obtain a Public Trust and offers a comprehensive benefits package.

The successful candidate will drive ITIL-based problem and change management within a NOC environment, leverage ServiceNow, coordinate CAB activities, and provide RCA-based improvements to minimize incidents and service disruption.