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IT / Program Support Analyst

Oran
  • College Park, Maryland
  • Autofill and Review
8 days ago

Job Description

We are seeking an IT / Program Support Analyst to provide day-to-day IT service management, business analysis, project coordination, stakeholder support, documentation, and program operations support for a federal IT environment. The ideal candidate will have experience supporting government or enterprise IT programs, coordinating with end users and technical teams, managing ServiceNow tickets and IT requests, tracking hardware and software assets, gathering and documenting requirements, supporting application releases and testing, and preparing program reports and documentation. This role requires strong organizational, analytical, communication, and problem-solving skills, with the ability to coordinate multiple activities and work effectively with government stakeholders, service desk teams, application development teams, and technical subject matter experts.Key ResponsibilitiesIT Service & User Support
  • Provide Tier 1 IT and operational support to end users.
  • Receive, document, classify, triage, track, and resolve IT service requests and incidents.
  • Manage and track ServiceNow tickets and coordinate escalations to appropriate technical teams.
  • Coordinate with service desks, data centers, application teams, and technical SMEs to facilitate timely issue resolution.
  • Support IT equipment delivery, issuance, storage, tracking, refresh, and surplus activities.
  • Maintain accurate hardware and software usage information and asset-related records.
Business Analysis & Requirements
  • Gather, document, analyze, and prioritize business and system requirements.
  • Work with government stakeholders and technical teams to translate business needs into actionable requirements.
  • Analyze existing business processes, workflows, and systems to identify opportunities for improvement and modernization.
  • Develop business process flow diagrams and other analysis artifacts documenting current- and future-state processes.
  • Facilitate stakeholder discussions, working groups, and requirements-gathering sessions.
  • Support system integration, modernization, and process improvement initiatives.
Project & PMO Support
  • Provide project management and PMO support across multiple IT initiatives.
  • Coordinate meetings, deliverables, action items, schedules, status updates, and reporting requirements.
  • Maintain project work items and task tracking using tools such as JIRA.
  • Track risks, issues, dependencies, milestones, and project activities.
  • Prepare project status reports, scorecards, dashboards, and management briefings.
  • Coordinate activities across government stakeholders, contractors, development teams, and technical SMEs.
Application Testing & Release Support
  • Support application implementation and release management activities.
  • Facilitate User Acceptance Testing (UAT), including test coordination, defect tracking, and resolution.
  • Coordinate with business users and development teams to identify and resolve application issues.
  • Support production deployments, go-live activities, and post-deployment validation.
  • Track application defects, issues, and release-related activities.
Documentation & Federal IT Governance
  • Develop and maintain program, project, system, and technical documentation.
  • Support federal IT lifecycle and governance activities.
  • Prepare Standard Operating Procedures (SOPs), guidance documents, governance artifacts, and other program documentation.
  • Support Enterprise Performance Life Cycle (EPLC) documentation and stage-gate review activities.
  • Maintain documentation required for program oversight, investment management, and governance reviews.
  • Ensure project and program documentation remains current and organized.
Data Analysis & Reporting
  • Collect, validate, organize, and analyze program and IT operational data.
  • Develop and maintain Excel-based reports, spreadsheets, scorecards, and dashboards.
  • Track performance metrics and prepare recurring management reports.
  • Analyze hardware, software, service, and project data to support program decision-making.
  • Assist leadership with performance reporting, trend analysis, and operational insights.
Required Qualifications
  • Bachelor’s degree in Information Technology, Business, Computer Science, Business Analysis, or a related field.
  • 5+ years of experience supporting IT programs, business analysis, project management, PMO, or IT service management.
  • Experience working in a federal government or similarly regulated IT environment.
  • Experience with ServiceNow, JIRA, Microsoft Excel, and Microsoft Office.
  • Experience with requirements gathering, business process analysis, workflow documentation, and stakeholder coordination.
  • Experience supporting IT projects, application implementation, testing, and/or release management.
  • Strong written and verbal communication skills.
  • Ability to manage multiple priorities, track action items, and coordinate across technical and business teams.
  • Strong analytical, documentation, and organizational skills.
Preferred Qualifications
  • Experience supporting FDA or HHS programs.
  • Familiarity with federal IT governance and Enterprise Performance Life Cycle (EPLC) processes.
  • ServiceNow Certified System Administrator (CSA).
  • Certified Scrum Master (CSM) or Agile experience.
  • Experience with IT investment management, CPIC, or ITIRB processes.
  • Experience with automation concepts or UiPath.
  • AWS certification or experience with cloud environments.
  • Experience supporting application modernization initiatives.

Numbers & Facts

LocationCollege Park, Maryland

Skills

  • Acceptance Testingunmatched
  • Agile Programming Methodologiesunmatched
  • Amazon Web Services (AWS)unmatched
  • Analysis Skillsunmatched
  • Atlassian JIRAunmatched
  • Automationunmatched
  • Bug Tracking/Defect Managementunmatched
  • Business Analysisunmatched
  • Business Developmentunmatched
  • Business Processesunmatched
  • Certified ScrumMasterunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • Computer Maintenanceunmatched
  • Computer Scienceunmatched
  • Customer Support/Serviceunmatched
  • Decision Supportunmatched
  • Department of Health and Human Servicesunmatched
  • Documentationunmatched
  • FDA (Food and Drug Administration)unmatched
  • Federal Governmentunmatched
  • Governmentunmatched
  • Government Contractsunmatched
  • Help Deskunmatched
  • IT Governanceunmatched
  • IT Service Management (ITSM)unmatched
  • Information Technology & Information Systemsunmatched
  • Investment Managementunmatched
  • Leadershipunmatched
  • Maintenance Servicesunmatched
  • Microsoft Excelunmatched
  • Microsoft Officeunmatched
  • Multitaskingunmatched
  • Network Operations Centerunmatched
  • Operational Auditunmatched
  • Operational Supportunmatched
  • Organizational Skillsunmatched
  • Performance Analysisunmatched
  • Performance Metricsunmatched
  • Plan Meetingsunmatched
  • Presentation/Verbal Skillsunmatched
  • Problem Solving Skillsunmatched
  • Process Analysisunmatched
  • Process Developmentunmatched
  • Process Flow Diagram (PFD)unmatched
  • Process Improvementunmatched
  • Production Supportunmatched
  • Project/Program Coordinationunmatched
  • Project/Program Managementunmatched
  • Release Management/Engineeringunmatched
  • Reporting Dashboardsunmatched
  • Reporting Skillsunmatched
  • Requirements Managementunmatched
  • Scorecardingunmatched
  • ServiceNowunmatched
  • Software Administrationunmatched
  • Software Developmentunmatched
  • Software Testingunmatched
  • Spreadsheetsunmatched
  • Standard Operating Procedures (SOP)unmatched
  • Status Reportsunmatched
  • Support Documentationunmatched
  • System Integration (SI)unmatched
  • Systems Administration/Managementunmatched
  • Technical Supportunmatched
  • Technical Writingunmatched
  • Time Managementunmatched
  • Trend Analysisunmatched
  • Workflow Analysisunmatched
  • Writing Skillsunmatched

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