Senior Program Analyst

Are you a Senior Program Analyst who would like to have a positive impact for millions of people? If so, we may have an opportunity for you!

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

• Responsible for overseeing the entire lifecycle of all IT problems, from identification and analysis to resolution and closure, with the primary objective of preventing recurring incidents and reducing overall downtime and business disruption.
• Lead investigations to identify and document potential or actual problems based on major incidents, incident trends, monitoring insights, and input from stakeholders.
• Prioritize problems based on their severity, business impact, and potential for future disruption to focus resources effectively.
• Orchestrate and conduct thorough root cause analyses for all significant problems using industry-standard techniques.
• Deconstruct complex technical issues to understand why they occurred, rather than just addressing the symptoms.
• Assemble and coordinate cross-functional teams of subject matter experts (SMEs), including engineers, developers, and operations personnel, to diagnose and resolve complex issues.
• Collaborate closely with Incident and Change Management teams to ensure effective communication, minimize impact during investigations, and facilitate the implementation of permanent fixes.
• Develop, manage, and maintain the Known Error Database (KEDB) with accurate documentation of known errors and effective workarounds for the service desk and support teams.
• Capture and share knowledge through technical documentation and "lessons learned" sessions to avoid future issues and facilitate continuous improvement.
• Develop and present comprehensive problem management reports, including Key Performance Indicators (KPIs), RCA documentation, and trend analysis, to IT leadership and business stakeholders.
• Monitor and report on key metrics such as Mean Time to Resolve (MTTR), major incident recurrence rates, problem backlog size, and the number of proactive problem identifications.
• Actively assess the effectiveness of implemented solutions and recommend new procedures or methods to enhance the overall quality and reliability of IT services.

• Requires strong analytical skills, technical proficiency, and exceptional coordination abilities to collaborate with cross-functional teams and implement permanent solutions.
• Possesses a strong blend of formal education, relevant experience, and specialized certifications.
• A minimum of 5+ years of experience in IT service operations, with proven experience operating within an ITIL-based framework.
• Hands-on experience with ITSM platform ServiceNow is typically required.
• Experience leading cross-functional teams in high-pressure situations and coordinating technical resources is essential.

Preferred Certifications:

• ITIL 4 Foundation Certification: a foundational understanding of the core concepts, principles, and practices of ITSM.
• ITIL 4 Practice Manager designation (specifically the Create, Deliver and Support module): This advanced certification provides in-depth, practical expertise on applying ITIL principles to day-to-day operations, including detailed coverage of problem management activities.

Education:

• Bachelor's Degree in a Business discipline, or equivalent PLUS 10 Years of experience.
• Eight (8) years of additional relevant experience may be substituted for education.

Clearance:

• The ability to pass a Tier 2/Moderate Background Investigation.

Location:

• Remote, USA.
• Monday - Friday (8:00 AM - 4:30 PM EST).

Pay Range:

• The pay for this position ranges from $52,730 to $65,500.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/