IT Service Management Analyst

IT Service Management Analyst

American Public Education, Inc.

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.

• 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.

• 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…