Service Management Analyst

22nd Century Technologies Inc.; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

22nd Century Technologies, Inc. (TSCTI) is seeking an ITSM analyst to support incident, change, and configuration management in an enterprise hosting environment.

You will track and report service performance and coordinate with technical teams to ensure accurate execution and documentation. The role requires hands-on experience with ITSM processes, ITIL-aligned practices, and strong troubleshooting, documentation, and communication skills to maintain compliant systems and deliver timely

Qualifications

• Hands-on experience performing ITSM core responsibilities in an enterprise IT environment.
• Ability to work independently while coordinating across engineering, operations, service management, and program teams.
• Strong troubleshooting, documentation, communication, and follow-through in structured change/compliance environments.

Responsibilities

• Tracks and reports service performance.
• Coordinates with technical teams to ensure accurate execution and documentation.
• Supports CAB/ERB activities and ITIL-aligned ITSM practices.

Skills

ITSM Processes

ITIL Alignment

Service Performance Tracking

Documentation & Reporting

Change Management

Job description

• Supports ITSM processes (incident, change, configuration).
• The role works in an enterprise hosting environment and requires practical capability in itsm process support (incident, change, configuration management); service performance tracking and reporting.

What You Will Be Responsible For:

• tracks and reports service performance.
• coordinates with technical teams to ensure accurate execution and documentation.
• supports CAB/ERB activities and ITIL alignment. Supporting Deliverables: D ITSM-01 and D-ITSM-02. D-ITSM-03 and D-TEC-03. D-RE-01 and D-RE-02.

Core Skills You Need on Day One:

• ITSM process support (incident, change, configuration management)
• service performance tracking and reporting
• process analysis and improvement
• service management tools
• and ITIL-aligned ITSM practices. Roles and Responsibilities: Supports ITSM processes (incident, change, configuration)
• tracks and reports service performance
• coordinates with technical teams to ensure accurate execution and documentation
• supports CAB/ERB activities and ITIL alignment. Supporting Deliverables: D ITSM-01 and D-ITSM-02. D-ITSM-03 and D-TEC-03. D-RE-01 and D-RE-02

How the Role Operates:

• Use ITIL-aligned ITSM processes for incidents, changes, configuration tracking, approvals, and operational documentation.
• Keep system/configuration records, technical documentation, status information, and implementation details accurate and current.
• Monitor service/system performance, identify trends or risks, and take or recommend corrective action before issues affect service delivery.

What Success Looks Like:

• Systems and services remain stable, supportable, documented, and compliant with operational standards.
• Incidents and technical issues are diagnosed efficiently, root causes are addressed, and recurring problems are reduced.
• Changes, patches, provisioning, maintenance, and onboarding activities are executed accurately through approved processes.

Deliverables You Will Support

Your responsibility:

Provide accurate operational/technical inputs, maintain supporting records, and complete assigned sections or artifacts early enough for internal quality review and Government submission.

• D-ITSM-02 – Change Management Process Report: Report RFC volume, change success rate and trends, and include ERB/CAB meeting minutes. Timing: First day of each month.
• D-ITSM-03 – ITSM Process Documentation: Maintain documented processes and SOPs for asset, configuration, and change management. Timing: Initial delivery 90 days after award; update as required.
• D-TEC-03 – Monthly System Performance & Availability Report: Provide system health, availability, SLA uptime, CPU/memory/storage trends, capacity forecasts, and service interruption summaries. Timing: Monthly, as agreed upon award.
• D-RE-01 – Quarterly Operational Improvement Roadmap: Identify the top five chronic operational issues/toil and define systematic improvements to eliminate them. Timing: First day of each quarter.
• D-RE-02 – Service Level Objective (SLO) Report: Track compliance with PaaS SLAs and internal SLOs, including latency, throughput, and error rates. Timing: First day of each month.

Candidate Profile:

• Hands-on experience performing the core responsibilities and using the technologies/processes identified above in an enterprise IT environment.
• Able to work independently on assigned activities while coordinating effectively across engineering, operations, service management, and program teams.
• Strong troubleshooting, documentation, communication, and follow-through skills; comfortable working in structured change and compliance environments.

About Our Company:

22nd Century Technologies, Inc. (TSCTI) is a leading IT Services Integrator and Workforce Solutions provider, serving the public and private sectors since 1997. As a Certified National Minority Business Enterprise (MBE), TSCTI has built a nationwide workforce of 6,000+ professionals, including 600+ Cybersecurity Subject Matter Experts (SMEs), supporting clients across all 50 U.S. states, Canada, and Mexico.

With 14 regional offices and headquarters in McLean, Virginia, TSCTI delivers mission-critical technology, workforce, and managed services solutions across Federal, Department of Defense (DoD), State, Local, Education, Healthcare, and Commercial markets.

TSCTI supports 500+ Federal projects and 160 DoD contracts, serving 14 of the 15 Federal Executive Departments and 37 additional Federal agencies. Our Federal capabilities span IT modernization, cybersecurity, cloud, digital transformation, infrastructure, application development and modernization, managed services, and workforce solutions

State, Local & Education (SLED):

TSCTI supports government and educational organizations nationwide, with 350+ SLED projects, serving all 50 states, 98 counties, 105 cities, 92 quasi-government organizations, and 37 school districts. Our services support critical areas including public safety, healthcare, education, transportation, justice, human services, finance, cybersecurity, and digital transformation.

Commercial:

TSCTI has significantly expanded its private-sector presence and currently supports 80+ Fortune 500 and other commercial clients, providing technology, digital transformation, cloud, cybersecurity, infrastructure, managed services, and workforce solutions.

Quality, Security & Compliance:

Our delivery organization follows mature, industry-recognized processes and certifications, including CMMI Level 3 for Development and Services, ISO 9001, ISO 20000, and ISO 27001, supporting our commitment to quality, security, reliability, and operational excellence.

Awards & Recognition:

TSCTI has been recognized for business growth, technology excellence, customer service, diversity, and workplace excellence, including recognition by Forbes as a Best Company to Work For, America's Best Large Employers, America's Greatest Workplaces for Diversity by Newsweek, Inc. 5000 recognition, CRN Fast Growth 150, CRN Solution Provider 500, NVTC Tech 100, CIO Review, Virginia Values Veterans (V3), and recognition from the State of Maryland for Outstanding Services during the 2020 Presidential Election

Today, TSCTI combines technology, cybersecurity, AI and innovation, digital transformation, cloud, IT infrastructure, managed services, and workforce solutions to help government agencies, businesses, and communities solve complex challenges and deliver better outcomes. TSCTI's current portfolio represents $3B+ in award value and a growing nationwide presence

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.