IT Operations & Support Analyst III

ITS currently has an opening for an IT Operations and Support Analyst III . This position reports to the Service Desk Manager and works across ITS teams to coordinate and lead Root Cause Analysis (RCA) investigations for ITS-supported systems and services.

The incumbent is responsible for conducting structured investigations into significant service disruptions, identifying root causes and contributing factors, and coordinating corrective and preventative actions to improve system stability and service delivery. This role leverages the ServiceNow Problem Management module to identify trends, investigate recurring issues, and ensure proper documentation, tracking, and resolution of systemic issues.

Findings and recommendations are presented to Executive Leadership to support informed decision-making and the implementation of corrective actions.

The ideal candidate will possess strong analytical and investigative skills, the ability to take complex technical information and clearly explain findings, and the ability to work across multiple teams to support resolution efforts and long-term improvements.

Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of Duties:

• Conduct structured Root Cause Analysis (RCA) investigations for significant service disruptions.
• Gather, analyze, and validate information from ServiceNow tickets, system logs, communications, and technical teams.
• Identify root causes, contributing factors, and conditions that led to service interruptions, including patterns and recurring issues.
• Compile and maintain clear, accurate RCA documentation using established templates and standards.
• Utilize the ServiceNow Problem Management module to track, investigate, and document recurring issues and maintain traceability.
• Coordinate with technical teams, service owners, and subject matter experts to support investigations and confirm timelines and technical details.
• Facilitate discussions to validate findings and contributing factors.
• Present findings and supporting information to leadership for review.
• Document corrective and preventative actions identified during RCA review and coordinate with responsible teams for assignment.Monitor progress and verify completion of action items prior to closure.

• Considerable knowledge of computer trends, software, capabilities, and terminology.

• Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where supporting computer systems, software and IT services was a predominant duty of the job.

• Considerable knowledge of computer hardware and software installation and troubleshooting.

• Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where installing and troubleshooting computer hardware and software was a predominant duty of the job.

• Experience providing technical leadership on teams supporting large infrastructure projects and operational environments.

• Typically met by at least three years of work experience providing technical leadership on teams supporting large infrastructure projects and operational environments.

• Experience evaluating and advising organizations on advanced technical solutions and operational processes.

• Typically met by at least three years of work experience evaluating and advising organizations on advanced technical solutions and operational processes.

• Experience performing cost/benefit analysis and analyzing alternatives.

• Typically met by at least three years of work experience performing cost/benefit analysis and analyzing alternatives.

• Experience assisting with IT strategic planning.Typically met by at least three years of work experience assisting with IT strategic planning., + Experience using ServiceNow, including incident or problem management modules.

• Experience analyzing system logs, incident data, or operational metrics.
• Strong written communication skills with the ability to clearly document findings and recommendations.
• Experience coordinating work across multiple technical teams or stakeholders.
• Familiarity with IT service management practices (e.g., incident or change processes).Experience identifying trends, recurring issues, or opportunities for service improvement.

Parental leave, Health insurance, Retirement plan, Vision insurance, Dental insurance, Paid holidays, The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*