Operational Specialist

Aquent; Southlake (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Aquent Talent is partnering with a leading financial services organization to place a contract Analyst on the Incident Command Team within Infrastructure & Operations in Southlake, TX. You will validate remediation actions after incidents, ensure actions address root causes, and strengthen accountability.

You’ll work with Problem Coordinators and technology teams to link postmortems to remediation, establish measurable criteria, and drive consistent closure and reporting.

Qualifications

• Experience with IT service management, incident and problem management, post-incident reviews, or remediation tracking.
• Knowledge of problem-management practices, including root-cause analysis, postmortems, corrective actions, and closure validation.
• Strong analytical and stakeholder-management skills for clear reporting.

Responsibilities

• Partner with Problem Coordinators to understand incidents and remediation scope.
• Evaluate postmortem, IRCR and PBI actions for root-cause coverage and improvement opportunities.
• Establish measurable acceptance criteria and validate closure against original intent.
• Review documentation and evidence before validating action-item closure.
• Track actions in Jira and other tools, monitoring ownership, due dates, progress and closure.

Skills

IT service management

Incident management

Problem management

Postmortem reviews

Remediation tracking

Jira

Documentation & reporting

Tools

Jira

Confluence

Power BI

Job description

Are you a detail-oriented analyst who enjoys turning complex technology issues into clear, measurable solutions? Aquent Talent is partnering with a leading financial services organization to find a contract Analyst for its Incident Command Team within Infrastructure & Operations.

In this net-new role, you will help ensure that remediation actions resulting from critical technology incidents genuinely address identified root causes—not simply confirm that a ticket has been closed.

About the Role

You will connect postmortem and problem-investigation activities with the remediation work that follows. Working closely with Problem Coordinators and technology teams, you will evaluate action items, establish measurable acceptance criteria, review closure evidence, and determine whether completed work fulfills the original remediation intent.

This is not an active incident-management position. Instead, the role focuses on what happens after an incident: validating corrective actions, strengthening accountability, identifying systemic risks, and improving the quality and consistency of remediation.

Because this is a newly created position, you will also have meaningful opportunities to help design processes and explore AI-enabled tools that improve action-item assessment, tracking, and reporting.

What You’ll Do

• Partner closely with Problem Coordinators to understand critical technology incidents, root-cause analyses, postmortems, and the intended scope of resulting remediation actions.
• Evaluate postmortem, Incident Root Cause Review (IRCR), and Problem Investigation (PBI) action items to determine whether they adequately address root causes, contributing factors, and service-improvement opportunities.
• Help establish clear, measurable acceptance criteria and validate that completed remediation satisfies the action item’s original intent.
• Review documentation and supporting evidence from action-owning technology teams before validating action-item closure.
• Track action items through Jira and problem-management tools, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, and unsupported closure requests.
• Prepare accurate reports and dashboards covering action-item status, aging, coverage, closure quality, and remediation effectiveness.
• Analyze incident and problem-management data to identify recurring themes, systemic risks, and opportunities to improve remediation quality and process consistency.
• Design and enhance workflows that support consistent, defensible action-item creation, assessment, tracking, and closure.
• Explore AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual effort, and improve reporting reliability.
• Partner with incident-management leaders, engineering teams, technology risk, audit, and other stakeholders to strengthen remediation governance and reduce recurrence risk.
• Contribute to data-quality reviews, reporting standards, and documentation practices that support consistent, defensible decision-making.

Must-Have Qualifications

• Experience or familiarity with technology operations, IT service management, incident management, problem management, post-incident reviews, or remediation tracking.
• Knowledge of problem-management practices, including root-cause analysis, postmortems, corrective actions, and closure validation.
• Strong analytical and critical-thinking skills, including the ability to determine whether remediation is complete, measurable, adequately supported, and effective against the identified root cause.
• Working knowledge of Jira, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Strong technology aptitude and an understanding of incidents involving applications, infrastructure, hardware, software, third-party vendors, or public cloud environments.
• Excellent communication and stakeholder-management skills, including the ability to translate technical details into clear, audience-appropriate reporting.
• Ability to collaborate effectively with technical teams, ask thoughtful follow-up questions, and appropriately challenge incomplete or unsupported remediation.
• Proficiency with Word, Excel, Outlook, and PowerPoint, including experience building and maintaining structured reports and tracking tools.
• Ability to manage multiple priorities while consistently delivering timely, accurate, and thorough work.
• Ability to work onsite in Southlake, Texas, four days per week.

Nice-to-Have Qualifications

• Experience in technology risk, audit, controls, governance, or another risk-facing environment.
• Familiarity with ITSM tools such as BMC Helix or Remedy.
• Familiarity with Confluence and data-visualization tools such as Power BI.
• Experience with—or a strong interest in—AI agents, prompt development, automation, and AI-assisted workflow design.
• Working knowledge of Agile and Kanban methodologies.
• ITIL Foundations certification or equivalent ITSM process knowledge.
• Help improve the reliability and resilience of critical enterprise technology.
• Work across problem management, technology risk, process design, and automation.
• Explore practical uses of AI to improve remediation assessment and reduce manual effort.
• Collaborate with experienced incident-management, problem-management, engineering, risk, and audit professionals.