You will collaborate with stakeholders to update Ticket Management System configurations and enhance functionality.
As an analyst, you will review, recommend, and revise a set of classifications for incident categorization, with government participation and approval.
The analyst will also enhance and maintain self-help/self-service request capabilities, enabling users to resolve standard issues independently (e.g., password resets, hardware/software requests, licenses, account provisioning, and account management).
You will support the change management process in accordance with customer policies and procedures.
Additionally, you will participate in change management meetings, as required.
You will collaborate with government stakeholders and technical teams to assess, review, and implement changes.
You will also provide impact analysis, risk assessment, and post-implementation review for changes.
Qualifications
EDUCATION AND EXPERIENCE
The following are the education and experience required for this position:
5+ years
Bachelor's in IT or related field
ITIL 4 Managing Professional (leads)
Secret Security Clearance
PREFERRED REQUIREMENTS
COMP TIA Sec + Certification
PHYSICAL REQUIREMENTS
This position requires the ability to perform the below essential functions:
Sitting for long periods
Standing for long periods
Ambulate throughout an office
Ambulate between several buildings
Stoop, kneel, crouch, or crawl as required
Repeatedly lift and carry weight up to 40 pounds
Travel by land or air transportation 25 % .
About Empower AI
All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.
If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.
Pay Band Min
USD $79,390.00/Yr.
Pay Band Max
USD $122,870.00/Yr.
