Koniag IT Systems, LLC, a Koniag Government Services company
, is seeking a Problem/Change Management Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust.
Koniag IT Systems, a Koniag Government Services company, is seeking a skilled and process-driven Problem/Change Management Analyst to support a Network Operations Center (NOC) environment. The ideal candidate is an analytically minded IT professional with a strong foundation in ITIL-based problem and change management practices, a keen eye for identifying systemic issues, and a demonstrated ability to coordinate complex change activities within fast-paced, mission-critical operations environments. This individual will play a key role in minimizing the impact of incidents through effective root cause analysis, driving the resolution of known errors, and ensuring that changes to the IT environment are assessed, approved, and implemented in a controlled and risk-aware manner.
The Problem/Change Management Analyst will be responsible for executing and supporting the end-to-end problem and change management processes within the NOC environment, leveraging the ServiceNow platform and working in close collaboration with NOC operations staff, incident managers, technical teams, and IT leadership. This individual will drive root cause analysis activities for recurring and high-impact incidents, maintain the known error database, coordinate change advisory board (CAB) activities, and ensure that all changes to the production environment are properly assessed, communicated, and implemented with minimal disruption to operations.
Principal responsibilities will include but are not limited to:- Execute the end-to-end problem management lifecycle, including problem identification, logging, categorization, prioritization, investigation, root cause analysis, known error recording, and problem closure in accordance with ITIL best practices and organizational standards.
- Analyze incident trends, recurring events, and high-impact outage data within ServiceNow to proactively identify underlying problems and systemic issues driving repeat incidents within the NOC environment.
- Facilitate and lead root cause analysis (RCA) sessions and post-incident reviews (PIRs) in collaboration with NOC technicians, Tier 2 and Tier 3 technical teams, and subject matter experts, producing clear and actionable RCA documentation and reports.
- Maintain and govern the Known Error Database (KEDB) within ServiceNow, ensuring that known errors are accurately documented, linked to relevant incident records, and equipped with effective workarounds to support NOC staff in minimizing service impact.
- Coordinate with the knowledge management team to ensure that problem resolutions, workarounds, and root cause findings are captured as knowledge articles and made accessible to NOC operations staff.
- Manage the end-to-end change management lifecycle, including the intake, assessment, classification, scheduling, approval, implementation coordination, and post-implementation review of all change requests submitted through ServiceNow.
- Coordinate and facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, including agenda preparation, change record review, risk and impact assessment facilitation, and documentation of CAB decisions and action items.
- Assess change requests for completeness, risk, potential impact on NOC operations, and scheduling conflicts, working with change submitters to ensure all required information and approvals are obtained prior to implementation.
- Maintain the forward schedule of change (FSC) and communicate upcoming changes to NOC operations staff, IT leadership, and relevant stakeholders in a timely and accurate manner.
- Monitor and track the implementation of approved changes, ensuring that changes are executed within approved windows, outcomes are recorded, and any failed or unauthorized changes are escalated and remediated appropriately.
- Identify trends in change-related incidents and failed changes, conducting analysis to support continuous improvement of the change management process and reduce change-related risk.
- Produce regular problem and change management performance reports and metrics for NOC leadership and IT management, including problem aging, RCA completion rates, change success rates, and change-related incident trends.
- Support the development and continuous improvement of problem and change management policies, procedures, workflows, and ServiceNow configurations in alignment with ITIL standards and organizational requirements.
- Collaborate with incident managers, service desk leads, and IT operations teams to ensure seamless integration and handoffs between incident, problem, and change management processes.
- Serve as a subject matter expert and point of contact for problem and change management process guidance, training, and compliance within the NOC environment.
Education and Experience:Required:- Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited college or university, or equivalent work experience.
- 3+ years of experience in IT service management, NOC operations, or IT operations role with direct involvement in problem and/or change management activities.
- 2+ years of hands-on experience executing problem and change management processes within the ServiceNow platform, including management of problem records, change requests, and CAB coordination activities.
- Demonstrated experience conducting or facilitating root cause analysis and post-incident review activities in a NOC or IT operations environment.
Desired:- ITIL Foundation Certification or higher, with demonstrated knowledge of ITIL problem and change management process principles.
- ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow platform certification.
- Experience supporting federal government IT or NOC environments.
Required Skills and Competencies:- Exceptional communication skills in English - both written and oral - with the ability to clearly articulate complex technical findings, risk assessments, and process guidance to both technical and non-technical audiences, including executive stakeholders.
- Hands-on proficiency with the ServiceNow platform, specifically the Problem Management and Change Management modules, including the creation, management, and reporting of problem records, known error records, and change requests.
- Strong understanding of ITIL-based problem and change management principles and practices, including root cause analysis methodologies, known error management, change risk assessment, CAB governance, and the forward schedule of change.
- Demonstrated experience applying structured root cause analysis methodologies, such as 5 Whys, Ishikawa/Fishbone Diagrams, fault tree analysis, or equivalent techniques, in a NOC or IT operations context.
- Ability to analyze incident and event data within ServiceNow and monitoring platforms to identify trends, recurring problems, and systemic issues driving operational impact.
- Experience coordinating and facilitating Change Advisory Board (CAB) meetings, including change record review, risk and impact facilitation, and documentation of outcomes and decisions.
- Familiarity with NOC operations, including event and incident management workflows, alert triage, escalation procedures, and shift-based operational environments.
- Strong organizational and time management skills with the ability to manage multiple concurrent problem and change records while maintaining accuracy, completeness, and adherence to defined SLAs and process standards.
- Experience developing clear and actionable RCA reports, post-incident review documentation, and change management performance metrics for IT leadership and operations teams.
- Ability to work collaboratively across technical teams, operations staff, and business stakeholders to drive timely problem resolution and controlled change implementation.
- Ability to obtain a Public Trust Clearance.
Desired Skills and Competencies:- ITIL v4 Foundation or higher certification, with specific knowledge of ITIL problem management, change enablement, and continual improvement practices.
- ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM) certification.
- Experience working in a federal government NOC or IT operations environment, including familiarity with FISMA, FedRAMP, or related compliance and security frameworks.
- Familiarity with complementary NOC monitoring and observability tools such as Splunk, SolarWinds, Dynatrace, Nagios, or equivalent platforms and their relationship to problem identification and change impact assessment activities.
- Knowledge of ServiceNow reporting, dashboards, and Performance Analytics capabilities as applied to problem and change management program oversight and continuous service improvement.
- Experience supporting or contributing to a Major Incident Management process, including coordination of post-major-incident RCA activities and executive-level reporting.
- Familiarity with DevOps and Agile delivery practices and their intersection with ITIL change management and release management processes in a hybrid IT environment.
- Experience developing or improving problem and change management process documentation, workflows, and governance frameworks within an ITSM platform environment.
- Knowledge of configuration management database (CMDB) principles and their role in supporting accurate change impact assessments and problem investigations within ServiceNow.
