Program Analyst, Senior (Special Projects)

CTI Resource Management; Millington (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

CTI Resource Management in Millington, TN, is seeking a Senior Program Analyst to support CNIC IT customer service enterprise-wide. You will coordinate task orders, manage accounts, and ensure timely delivery of hardware and software services.

You will lead IT project coordination for tech refreshes and building-wide Wi‑Fi, create SOPs to improve end-user support, and prepare data reports to track performance. A federal clearance preferred.

Qualifications

• HS and 6 years of direct IT experience with information technology to develop and/or integrate complex data.
• Experience leading teams to accomplish enterprise goals.
• Familiar with government IT processes and procurement practices.

Responsibilities

• Provides IT customer service and technical expertise enterprise-wide via phone, email, onsite or tickets.
• Review, process, and approve task-orders (computers, software, printers, peripherals) per regulations.
• Coordinate with A/CTRs to track progress and resolve discrepancies.
• Create, modify, and manage enterprise user accounts and permissions.
• Order, track, and manage government equipment and hardware assets.
• Lead project coordination for IT projects (tech refresh, cube renovations, Wi‑Fi).
• Analyze business processes and create SOPs to improve end-user support.
• Track inventory metrics for NMCI hardware and deploy government iPhones per standards.
• Submit purchase requisitions for NMCI via SAP ERP and generate data reports.

Skills

IT support

Customer service

Task-order management

Account management

Asset tracking

Team coordination

Troubleshooting

Data reporting

Education

High School

Tools

SAP ERP

BMC Helix

Job description

Program Analyst, Senior (Special Projects) - (PASR_09232026.1)

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Job Title

Program Analyst, Senior (Special Projects)

Education

High School

Location

TN0012-Millington-TN-0012 - Millington, TN 38055 US (Primary)

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

• 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.