Senior Program Analyst

TISTA Science and Technology is seeking a Senior Program Analyst to join our growing team.

At TISTA, you'll do meaningful, mission driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We're proud to serve and hire Veterans, and we put people first in everything we do.

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, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

• Manage and coordinate all activities necessary to understand, communicate, make recommendations, track & accepted recommendations using best practices to prevent Internal/ External user disruption in daily operations.
• Assigns problem work roles, ensuring priorities, methods, deadlines and quality of service have been met.
• Delivers the highest level of customer service and thorough analysis for critical and high priority problems that impact patient care, claims processing, and cemetery operations at a singular site, throughout a region, or across the country.
• Collects data and gathers information from various resources on the application, operating system, network, system, or database that experienced a Problem to understand, analyses, and then document the root cause(s).
• Performs sound research and analysis to identify customer requirements, identifies information gaps and requests for information, obtains required information to meet customer and leadership expectations, and takes appropriate actions within the specified timeframes as defined in applicable policies, directives, regulations, guidelines and service level agreements to address the customers' needs.
• Serves as a problem facilitator and adviser to system owners, identifing trends and areas where additional support may be needed.
• Maintains current knowledge on Problem Management policies, directives, and desktop procedures, to answer customer inquiries, execute the tasks associated with problem management in a timely manner, and determining when major problems or issues require supervisory decisions.
• Responsible for planning, coordinating, and providing leadership throughout the Root Cause Analysis process to understand, document, and make recommendations to prevent critical IT service interruptions that impact the enterprise, that include collaborating with inter-service, inter-agency, and commercial vendor subject matter experts from a variety of technical competencies.
• Tracks installation and integration of systems fixes, updates, patches, and enhancements ensuring systems and network availability and functionality.
• Assesses the technical expertise necessary to understand a given problem, gathers the technical subject experts, and leads the efforts for researching, evaluating, diagnosing, Problems causes, and provides corrective actions.
• Identifies alternate approaches to problem resolutions; frequently modifies and adapts precedent solutions to unique requirements to solve a wide variety of highly complex network and system related problems, suggests alternative means of meeting operational requirements through known workarounds.
• Communicates regularly through face-to-face, e-mail, online collaboration, video conference, and telephonic methods with customers, IT professionals, vendors, and all levels of management and agency officials to identify roles, problems to be solved, actionable events, resolution goals, and expected service levels.
• This may include active and daily participation and facilitation of teleconferences, online meetings, and presentations to multiple levels of Senior Executive Service (SES) leadership and other stakeholders requiring expert oral communication skills to report status of IT Service Problems including, business impact, business duration, corrective action efforts, and actions taken to prevent further service interruptions.

• Must possess 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 Service Now.
• Experience leading cross-functional teams in high-pressure situations and coordinating technical resources.
• Certification in ITIL 4 Foundation (a foundational understanding of the core concepts, principles, and practices of ITSM.) a plus.
• Certification in ITIL r 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. ) a plus.

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/