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Apply to IT / Program Support Analyst
We are seeking an IT / Program Support Analyst to provide day-to-day IT service management, business analysis, project coordination, stakeholder support, documentation, and program operations support for a federal IT environment.
The ideal candidate will have experience supporting government or enterprise IT programs, coordinating with end users and technical teams, managing ServiceNow tickets and IT requests, tracking hardware and software assets, gathering and documenting requirements, supporting application releases and testing, and preparing program reports and documentation.
This role requires strong organizational, analytical, communication, and problem-solving skills, with the ability to coordinate multiple activities and work effectively with government stakeholders, service desk teams, application development teams, and technical subject matter experts.
Key Responsibilities
IT Service & User Support
The ideal candidate will have experience supporting government or enterprise IT programs, coordinating with end users and technical teams, managing ServiceNow tickets and IT requests, tracking hardware and software assets, gathering and documenting requirements, supporting application releases and testing, and preparing program reports and documentation.
This role requires strong organizational, analytical, communication, and problem-solving skills, with the ability to coordinate multiple activities and work effectively with government stakeholders, service desk teams, application development teams, and technical subject matter experts.
Key Responsibilities
IT Service & User Support
- Provide Tier 1 IT and operational support to end users.
- Receive, document, classify, triage, track, and resolve IT service requests and incidents.
- Manage and track ServiceNow tickets and coordinate escalations to appropriate technical teams.
- Coordinate with service desks, data centers, application teams, and technical SMEs to facilitate timely issue resolution.
- Support IT equipment delivery, issuance, storage, tracking, refresh, and surplus activities.
- Maintain accurate hardware and software usage information and asset-related records.
- Gather, document, analyze, and prioritize business and system requirements.
- Work with government stakeholders and technical teams to translate business needs into actionable requirements.
- Analyze existing business processes, workflows, and systems to identify opportunities for improvement and modernization.
- Develop business process flow diagrams and other analysis artifacts documenting current- and future-state processes.
- Facilitate stakeholder discussions, working groups, and requirements-gathering sessions.
- Support system integration, modernization, and process improvement initiatives.
- Provide project management and PMO support across multiple IT initiatives.
- Coordinate meetings, deliverables, action items, schedules, status updates, and reporting requirements.
- Maintain project work items and task tracking using tools such as JIRA.
- Track risks, issues, dependencies, milestones, and project activities.
- Prepare project status reports, scorecards, dashboards, and management briefings.
- Coordinate activities across government stakeholders, contractors, development teams, and technical SMEs.
- Support application implementation and release management activities.
- Facilitate User Acceptance Testing (UAT), including test coordination, defect tracking, and resolution.
- Coordinate with business users and development teams to identify and resolve application issues.
- Support production deployments, go-live activities, and post-deployment validation.
- Track application defects, issues, and release-related activities.
- Develop and maintain program, project, system, and technical documentation.
- Support federal IT lifecycle and governance activities.
- Prepare Standard Operating Procedures (SOPs), guidance documents, governance artifacts, and other program documentation.
- Support Enterprise Performance Life Cycle (EPLC) documentation and stage-gate review activities.
- Maintain documentation required for program oversight, investment management, and governance reviews.
- Ensure project and program documentation remains current and organized.
- Collect, validate, organize, and analyze program and IT operational data.
- Develop and maintain Excel-based reports, spreadsheets, scorecards, and dashboards.
- Track performance metrics and prepare recurring management reports.
- Analyze hardware, software, service, and project data to support program decision-making.
- Assist leadership with performance reporting, trend analysis, and operational insights.
- Bachelor’s degree in Information Technology, Business, Computer Science, Business Analysis, or a related field.
- 5+ years of experience supporting IT programs, business analysis, project management, PMO, or IT service management.
- Experience working in a federal government or similarly regulated IT environment.
- Experience with ServiceNow, JIRA, Microsoft Excel, and Microsoft Office.
- Experience with requirements gathering, business process analysis, workflow documentation, and stakeholder coordination.
- Experience supporting IT projects, application implementation, testing, and/or release management.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities, track action items, and coordinate across technical and business teams.
- Strong analytical, documentation, and organizational skills.
- Experience supporting FDA or HHS programs.
- Familiarity with federal IT governance and Enterprise Performance Life Cycle (EPLC) processes.
- ServiceNow Certified System Administrator (CSA).
- Certified Scrum Master (CSM) or Agile experience.
- Experience with IT investment management, CPIC, or ITIRB processes.
- Experience with automation concepts or UiPath.
- AWS certification or experience with cloud environments.
- Experience supporting application modernization initiatives.