Program Analyst, Senior (Special Projects)

CTI Resource Management; Littleton (NC); On-site; USD 70,000 - 110,000; Full time

Job summary

CTI Resource Management seeks a Senior Program Analyst (Special Projects) to support CNIC IT customer service and enterprise operations. The role emphasizes task-order management, asset tracking, and project coordination across complex IT environments.

The candidate should have a High School diploma and extensive IT experience, with the ability to lead initiatives, deploy devices, generate reports, and ensure adherence to government standards.

Qualifications

• The position requires a High School diploma and at least 6 years of IT-related experience.
• Experience leading enterprise IT support and coordinating task orders within a government or large organization.

Responsibilities

• Provide IT customer service support enterprise wide via phone, email, onsite, or ticketing system.
• Review, process, and approve task-orders for computers, software, printers, and peripherals.
• Coordinate with teams to track progress, resolve discrepancies, and ensure timely fulfillment.
• Create and manage enterprise user accounts and permissions.
• Order and manage NMCI hardware assets and related equipment.
• Lead project coordination for IT projects including tech refresh and network upgrades.
• Analyze business processes and draft SOPs to improve end-user self-sufficiency.
• Track inventory metrics and manage government hardware assets.
• Deploy government-issued devices and assist users with issues.
• Create purchase requisitions for NMCI through SAP ERP.
• Generate data reports and respond to customer inquiries.
• Troubleshoot errors and document corrective actions.
• Record work volume statistics for accounting purposes.
• Operate office equipment; maintain attendance and punctuality.

Skills

IT support

Customer service

Task-order management

Project coordination

SOP creation

Inventory management

Troubleshooting

Vendor coordination

Education

High School

Tools

SAP ERP

BMC Helix

Ticketing system

Job description

Program Analyst, Senior (Special Projects) - (PASR_09232026.2)

Job Title

Program Analyst, Senior (Special Projects)

Education

High School

Location

Category

Salary Grade

Date Needed By

9/30/2026

Job Type

Full-time

Travel

0 - 10%

Job Description

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise.

Essential Duties and Responsibilities:

Job duties include the following: (Other duties may be assigned.)

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
• Perform task-order management by reviewing, processing, and approving (computers, software, printers, and peripherals) to and from the orders in accordance with applicable regulations, policies, and procedural guidelines.
• Coordinate with other A/CTRs to track task-order progress, resolve discrepancies, and ensure timely fulfillment.
• Create, modify, and manage enterprise user accounts and permissions
• Order, track, and manage government equipment and hardware assets.
• Lead project coordinator for IT projects such as tech refresh, cube renovations, and building-wide Wi-Fi. Oversee the scheduling, technician coordination, and asset lifecycle management.
• Analyzes business processes and identifies areas for improvement by creating Standard Operating Procedures (SOPs) to enhance end-user self-sufficiency and issue resolution.
• As the CNIC HQ Asset Manager, Track and analyze inventory metrics for NMCI (Navy Marine Corps Intranet) hardware (e.g. computers, peripherals and mobile devices).
• Perform Purebred Agent duties by deploying gov’t iPhones in accordance with federal gov’t standards. Assists the end-user in troubleshooting any issues.
• Creates, amends, and submits purchase requisitions for NMCI through SAP ERP.
• Collect, analyze, and provide application data reports as directed.
• Handles customer problems that arise from the use of the applications/processes listed above
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and takes prompt and appropriate action on customer complaints.
• Keys information into a computer to compile work volume statistics for accounting purposes.
• Operates office equipment.
• Attendance and punctuality are essential functions of this position.

# of Hires Needed

1

Exemption Type

Exempt

Hiring Manager

Marsh, Wendy (CNIC Administrative Director - Operations - Direct (01.00.22))

Job Requirements

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.