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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Management Analyst - **Company:** American Public Education, Inc. - **Location:** United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Agile Methodology, Information Technology Operations, Salesforce.Com, Information Technology, Servicenow - **Published:** October 28, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0fddafae12ef5ca2 ## About the Role * Three or more years of experience in IT service management, IT operations, service delivery, technical project coordination, or a related role. * Practical experience supporting major incident, change, problem, request, or service level management processes in an enterprise environment. * Experience coordinating high-priority incidents, facilitating technical calls, engaging resolver teams, maintaining action logs, and communicating status to varied stakeholders. * Experience reviewing change records, assessing completeness and operational risk, facilitating CAB activities, and tracking decisions and follow-up actions. * Working knowledge of root cause analysis and problem management practices, including the 5 Whys and tracking corrective and preventive actions. * Ability to build, interpret, and communicate operational reports, service metrics, SLA performance, trends, exceptions, and improvement opportunities. * Experience using an enterprise IT service management platform such as ServiceNow, Salesforce, or a comparable solution. * Working knowledge of ITIL practices and the relationships among incident, major incident, problem, change, request, knowledge, configuration, and service level management. * Project management or technical project coordination experience, including schedules, milestones, dependencies, risks, issues, action items, status reporting, and stakeholder coordination. * Ability to manage multiple priorities, remain organized during outages or high-pressure situations, and drive follow-up without losing accuracy or accountability. * Strong facilitation, analytical, customer service, documentation, and written and verbal communication skills. * Preferred: experience improving ITSM workflows, reporting, dashboards, process controls, or automation. * Preferred: familiarity with Agile or traditional project delivery methods and tools used to manage technical work. Education/Certifications: * Bachelor's degree in information technology, business, project management, or a related field preferred; equivalent education and relevant experience considered. * ITIL Foundation certification preferred. Relevant project management or IT service management platform certification is also desirable. Competencies: * Collaborates: Builds and maintains effective partnerships with team members and stakeholders, working collaboratively to achieve shared goals and resolve challenges effectively. * Communicates Effectively: Delivers clear, concise, and tailored communications through various modes (e.g., written, verbal, and visual) to meet the unique needs of diverse audiences. * Customer Focus: Cultivates strong relationships with internal and external customers by actively listening to their needs and providing timely, customer-centric solutions. * Demonstrates Self-Awareness: Regularly seeks and incorporate feedback from peers, leaders, and stakeholders to understand and address personal strengths and areas for growth. * Ensures Accountability: Consistently meets deadlines and delivers on commitments, ensuring work quality and aligning with organizational standards. * Innovation & Improvement: Encourages forward-thinking solutions, process improvements, and a culture of learning to enhance efficiency and team effectiveness. ## Description The IT Service Management (ITSM) Analyst coordinates, operates, analyzes, and improves the processes used to deliver enterprise technology services effectively and efficiently. This role leads day-to-day major incident, change, problem, service level, and operational reporting activities; uses service data to identify improvement opportunities; and supports technical projects through structured planning, coordination, risk tracking, and stakeholder communication. Responsibilties: * Coordinate end-to-end major and critical incident response from initial alert through service restoration and closure, ensuring urgency, structure, documentation, and stakeholder engagement. * Monitor priority incident alerts; validate the incident, initiate and facilitate SWARM or incident bridge calls, publish meeting information, and engage required technical and support teams. * Maintain incident timelines, decisions, actions, risks, business impacts, and restoration updates; coordinate outage and resolution communications through the appropriate approval process. * Coordinate post-incident follow-up, including linkage to problem records and root cause analysis when appropriate. * Administer change management by reviewing submitted change records for completeness, implementation readiness, risk, impact, testing, validation, communication, and rollback information. * Return incomplete change submissions for correction; prepare and facilitate Change Advisory Board (CAB) meetings; document decisions; and coordinate approved, rejected, deferred, or on-hold changes. * Coordinate problem management following priority or major incidents, request root cause analyses from responsible teams, and track completion within established expectations. * Facilitate root cause analysis reviews using structured methods such as the 5 Whys; document findings, corrective actions, owners, and target dates; and return incomplete analyses for rework. * Monitor service performance against service level agreements and operational targets, identify exceptions or trends, and coordinate follow-up with service owners and resolver teams. * Produce daily, weekly, and monthly operational reporting covering incidents, changes, problems, service levels, risks, aging work, recurring issues, and improvement actions. * Analyze service data and process performance to identify recurring failures, control gaps, bottlenecks, and automation opportunities; recommend and help implement measurable improvements. * Maintain ITSM procedures, process documentation, templates, knowledge articles, calendars, action logs, and governance records in the approved IT service management platform. * Support technical projects as a project coordinator or technical project manager by helping define scope, milestones, dependencies, risks, issues, decisions, resources, communications, and delivery status. * Coordinate project meetings, action items, testing readiness, implementation activities, and cross-functional follow-up to keep technical initiatives organized and on track. * Partner with service desk, infrastructure, application, security, vendors, and business stakeholders to improve service delivery, process adoption, accountability, and outcomes.