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Form of workRothe Enterprises is seeking a ITSM Change Analyst / Incident and Problem Analyst to support NASA. This position is responsible for one practice area and will support or backup other areas. In all areas, candidate should be comfortable leading meetings with stakeholders across the organization. Under the direction of the Change Manager, responsible for facilitating the overall change management process in the Cybersecurity Service Management Office at NASA. The position will be responsible for managing the incident queue and if an incident becomes a problem, facilitate the Root Cause Analysis sessions. Gathering requirements, managing multiple documents and auditing processes will be a priority on some days. Comfortable in an ITSM Tool and responding to and updating tickets within that tool.
ITSM Change Analyst / Incident and Problem Analyst
Essential Functions
- Set up and facilitate Change Control Board meetings, Stakeholder Meetings
- Ensure all necessary stakeholders attend CCB and are prepared with all necessary and available information in advance
- Document results of meetings including actions required provide next steps to stakeholders
- Poll attendees for concurrence/non-concurrence and document
- Monitor queues and send reminders when items are reaching their service level agreement.
- Proactively contact task actionees and set up / facilitate meetings as needed to resolve issues hindering the advancement of changes
- Monitor and respond to the Change Team email queue frequently throughout the day
- Update CR with additional comments or work notes
- Create forms/templates for documentation and use.
- Provide suggestions for efficiency and automation within the Practice areas
- Travel to customer sites. Approximately 5% or less.
Desired Skills
- Documenting requirements to be developed in future workflows
- For Incident and Problem, monitor incident queue and routing tickets to the appropriate service elements
- Intake and resolution of incident tickets
- Facilitate all aspects of Problem Root Cause Analysis Process
- Create, gather and manage service delivery/management performance management/metrics.
- Requirements elicitation and leading customer-focused informational gathering sessions.
Experience
- Experienced in meeting facilitation and presentations
- Experience working with senior decision makers and with stakeholders throughout the US
- Experience working in a large corporate, highly matrixed environment
- Proven analytical background
- Advanced Excel, Visio, and SQL or other Database skills
- Experience in IT Service Management Tools such as ServiceNow
- 5 years related experience required
Skills
- Good communication skills and social competency
- Strong communication/interpersonal skills
- Experience working with Microsoft O365
- Strong multi-tasking and highly organized
- Strong technical writing skills
- Ability to lead meetings and discovery sessions
- Detail oriented
- Strong process adherence
- Strong sense of urgency, perseverance, and the creativity to overcome obstacles
- Perform effectively in a team-oriented environment
- Fluent in written and spoken English
Education
- Bachelor's degree required
- ITIL 4 certification preferred
- PMP or business analyst certifications a plus
- Candidate must have been US Citizen or Green Card holder for 3 or more years.
- Must be able to obtain Public Trust clearance.
- This role is remote for the local area of Cleveland, Ohio.
