IT Analyst (Reporting) - Severity 1 Outages

Founded in 2003, IT Concepts' core values - customer-centricity, teamwork, driven to deliver, innovation, and integrity - ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is seeking an IT Analyst who is responsible for investigating and analyzing Severity "1" Outages within HP Service Manager (HPSM) - Change Asset Problem Reporting System (CAPRS) and ServiceNow for a fixed set of major applications. The position is located in Woodlawn, MD. The qualified candidate should have strong analytical, problem-solving, and communication skills with sharp attention to detail.

Key Responsibilities:

• Severity 1 Outage Investigation:

• Promptly investigate and analyze Severity 1 outages within HP Service Manager (HPSM) - CAPRS and ServiceNow for assigned major applications.

• Coordinate with technical teams and stakeholders to gather relevant information and insights regarding outage incidents.

• Data Analysis and Reporting:

• Analyze outage data to identify trends, patterns, and root causes of Severity 1 incidents.

• Generate comprehensive reports summarizing outage incidents, including timelines, impact analysis, and recommended actions for resolution.

• Service Manager (HPSM) and ServiceNow Management:

• Utilize HP Service Manager (HPSM) and ServiceNow platforms to track, monitor, and document Severity 1 outage incidents effectively.

• Ensure accuracy and completeness of data entered into HPSM and ServiceNow, maintaining alignment with established incident management processes and procedures.

• Collaboration and Communication:

• Collaborate with cross-functional teams, including IT support, infrastructure, and application teams, to drive efficient resolution of Severity 1 outages.

• Communicate outage status updates, findings, and resolution plans to relevant stakeholders in a clear and timely manner.

• Continuous Improvement:

• Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of Severity 1 outage management and reporting.

• Stay updated on industry best practices and emerging technologies related to incident management and reporting.