IT Service Management Analyst

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

👻 Ghost score 10%

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American Public Education, Inc. (APEI)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1991

📚 Education

👥 B2C

Education • B2C

American Public Education, Inc. (APEI) is a mission-driven, for-profit higher education services provider that delivers affordable, innovative degree and certificate programs to working adults, military service members and veterans, nurses, and other professionals. Through its wholly owned subsidiaries — American Public University System (American Public University and American Military University), Rasmussen University, and Hondros College of Nursing — APEI offers online, on-campus and workplace education focused on career-oriented programs and public service communities. The company is headquartered in Charles Town, West Virginia and emphasizes accessibility and support for adult learners and the military community.

📋 Description

• Coordinate end-to-end major and critical incident response from initial alert through service restoration and closure • Monitor priority incident alerts, validate incidents, facilitate SWARM or incident bridge calls, and engage 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 • Administer change management by reviewing change records and facilitating Change Advisory Board meetings • Document change decisions and coordinate approved, rejected, deferred, or on-hold changes • Coordinate problem management, request root cause analyses, and track completion • Facilitate root cause analysis reviews using methods such as the 5 Whys • Monitor service performance against service level agreements and operational targets • Produce daily, weekly, and monthly operational reporting • Analyze service data and process performance to identify failures, control gaps, bottlenecks, and automation opportunities • Maintain ITSM procedures, process documentation, templates, knowledge articles, calendars, action logs, and governance records • Support technical projects as a project coordinator or technical project manager • Coordinate project meetings, action items, testing readiness, implementation activities, and cross-functional follow-up • Partner with service desk, infrastructure, application, security, vendors, and business stakeholders to improve service delivery and outcomes

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Equal opportunity employment policy • Compensation and benefits information available upon request for eligible residents of states with designated pay transparency requirements

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