Job DetailsJob Location: FDA White Oak - Silver Spring, MD 20993Position Type: Full TimeSalary Range: $65,000.00 - $75,000.00 Salary/yearPosition Summary

We are seeking a detail-oriented and analytical Incident & Problem Analyst to support the identification, coordination, and prevention of recurring IT issues. This role monitors incident trends, analyzes root causes, and collaborates with technical teams and client stakeholders to ensure timely resolution and long-term service improvements.

The Incident & Problem Analyst is responsible for creating and managing problem tickets, documenting findings, and providing data-driven insights that enhance service reliability and user satisfaction. Working closely with the service desk, PMO, and management teams, this position plays a key role in bridging daily operations with continuous improvement by transforming incident data into actionable recommendations.

Core Competencies

Strong analytical mindset for identifying patterns, root causes, and performance trends
Clear, professional communication with technical teams, management, and client stakeholders
Precise documentation skills ensuring accuracy, clarity, and completeness of incident records
Highly organized with proven time management in fast-paced environments
Collaborative, solutions-oriented approach to problem solving and service improvement
Skilled at translating technical data into actionable insights for diverse audiences
Commitment to continuous improvement, accountability, and service excellence

Key Responsibilities & Essential Duties

Monitor, analyze, and report on incident trends to identify recurring issues and potential problems before they impact service delivery
Create, track, and coordinate problem tickets in ServiceNow (or similar ITSM platform), ensuring accurate documentation, timely updates, and effective resolution
Collaborate with technical teams, service desk staff, and client stakeholders to investigate root causes and implement corrective or preventive actions
Maintain detailed records of problem investigations including incident links, workarounds, and permanent fixes in alignment with ITIL and organizational standards
Prepare reports and dashboards summarizing problem status, incident trends, and service performance metrics for management and client review
Develop after-action reports (AARs) following major incidents or significant problems, documenting timelines, contributing factors, lessons learned, and recommended preventive actions
Track AAR action items through closure, coordinating with technical teams and stakeholders to ensure corrective and preventive measures are fully implemented
Support knowledge management by developing or updating knowledge base articles, SOPs, and process documentation to reflect lessons learned and preventive measures
Coordinate with the PMO and Quality teams to integrate problem management findings into process improvements and training initiatives
Participate in regular reviews and meetings to communicate findings, track progress, and support continuous improvement goals
Ensure all documentation and reports meet plain language, accessibility, and quality standards including Section 508 compliance
Maintain awareness of service-level agreements (SLAs) and ensure timely closure of assigned problems and related deliverables

Qualifications

Required:

3+ years’ experience in IT service management, incident coordination, or problem analysis
Bachelor’s degree in IT, Business, or related field, or equivalent experience
Proficient in ServiceNow ITSM
Solid understanding of ITIL incident, problem, and change management
Skilled in data analysis and trend identification for service improvement
Exceptional communication skills with technical and client stakeholders
Highly organized with strong time management and follow-through
Proficient in Microsoft 365 tools (e.g., Excel, PowerPoint, Teams, and SharePoint)

Nice to Have:

Experience with Power BI, Excel dashboards, or other data visualization tools
Experience supporting government or compliance-driven contracts
Knowledge of continuous improvement frameworks (e.g., Lean, Six Sigma)
ITIL 4 certified

Required Clearances/ Certifications

Must be able to acquire Public Trust Clearance
Must be able to pass a SAMHSA Drug Screening Test

Work Environment / Location Expectations

Primarily onsite with possible hybrid options depending on business needs
Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
Minimal travel required

Benefits: 

Medical, Vision and Dental Coverage
401(k) Matching
PTO

Qualifications