Job description
Problem Analyst – ITSM & Root Cause Specialist
Location: Remote (U.S. based) | Clearance: Active DoD Secret required
Contract Type: Full-time | Work Hours: Standard business hours, Monday–Friday
Pay- $70k-$80K
What’s in It for You?
Join a high-impact team focused on driving continuous improvement across IT operations. You’ll play a key role in identifying root causes, capturing lessons learned, and enhancing service delivery through structured problem management. If you thrive in collaborative environments and love turning insights into action, this role is for you.
Job Duties
- Lead root cause analysis efforts and drive identification of lessons learned across the ITSM lifecycle.
- Facilitate Post-Incident Reviews for high-priority incidents, ensuring actionable outcomes and process improvements.
- Collaborate with internal and external teams to assign ownership and track resolution of problem actions.
- Analyze trends in case types, closure codes, and recurring issues to inform strategic decisions.
- Support the development and refinement of problem management metrics and documentation.
Job Requirements
- 2+ years of experience in IT service management, problem analysis, or related roles.
- Strong understanding of ITSM frameworks and root cause analysis methodologies.
- Experience with ServiceNow or similar ITSM tools.
- Proficiency in Microsoft Excel, PowerPoint, and SharePoint.
- Excellent communication and facilitation skills.
- Active DoD Secret clearance (must be verifiable).
- Bachelor’s degree or 4 additional years of relevant experience.
Bonus Points For
- Familiarity with benchmarking tools like Advana or ADW.
- Experience supporting contingency contracting or expeditionary systems (e.g., JCXS).
- Security+ certification (preferred but not required).
