IT Service Operations Analyst
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Job Summary
To support efficient service request handling in a remote capacity, the IT Service Operations Analyst will manage incident triage, service-level performance tracking, and operational reporting while collaborating with cross-functional teams in federal healthcare technology operations.
Key responsibilities
- Triage, categorize, and route incoming incidents and service requests across ServiceNow ITSM queues
- Monitor service-level agreement (SLA) compliance and document ticket histories and status updates
- Analyze ticket activity and recurring issues to prepare operational reviews and support monthly performance reporting
Required qualifications
- ITIL 4 Foundation certification
- Minimum of two years of professional experience in ServiceNow ITSM queue operations
- Eligibility to undergo a Tier 3 federal investigation; active U.S. Government Secret security clearance may be required for certain assignments
Complete Job Description
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