Problem/Change Management Analyst with Security Clearance

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Problem/Change Management Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement. Koniag IT Systems, a Koniag Government Services company, is seeking a skilled and process-driven Problem/Change Management Analyst to support a Network Operations Center (NOC) environment. The ideal candidate is an analytically minded IT professional with a strong foundation in ITIL-based problem and change management practices, a keen eye for identifying systemic issues, and a demonstrated ability to coordinate complex change activities within fast-paced, mission-critical operations environments. This individual will play a key role in minimizing the impact of incidents through effective root cause analysis, driving the resolution of known errors, and ensuring that changes to the IT environment are assessed, approved, and implemented in a controlled and risk-aware manner. The Problem/Change Management Analyst will be responsible for executing and supporting the end-to-end problem and change management processes within the NOC environment, leveraging the ServiceNow platform and working in close collaboration with NOC operations staff, incident managers, technical teams, and IT leadership. This individual will drive root cause analysis activities for recurring and high-impact incidents, maintain the known error database, coordinate change advisory board (CAB) activities, and ensure that all changes to the production environment are properly assessed, communicated, and implemented with minimal disruption to operations. Principal responsibilities will include but are not limited to:
* Execute the end-to-end problem management lifecycle, including problem identification, logging, categorization, prioritization, investigation, root cause analysis, known error recording, and problem closure in accordance with ITIL best practices and organizational standards.
* Analyze incident trends, recurring events, and high-impact outage data within ServiceNow to proactively identify underlying problems and systemic issues driving repeat incidents within the NOC environment.
* Facilitate and lead root cause analysis (RCA) sessions and post-incident reviews (PIRs) in collaboration with NOC technicians, Tier 2 and Tier 3 technical teams, and subject matter experts, producing clear and actionable RCA documentation and reports.
* Maintain and govern the Known Error Database (KEDB) within ServiceNow, ensuring that known errors are accurately documented, linked to relevant incident records, and equipped with effective workarounds to support NOC staff in minimizing service impact.
* Coordinate with the knowledge management team to ensure that problem resolutions, workarounds, and root cause findings are captured as knowledge articles and made accessible to NOC operations staff.
* Manage the end-to-end change management lifecycle, including the intake, assessment, classification, scheduling, approval, implementation coordination, and post-implementation review of all change requests submitted through ServiceNow.
* Coordinate and facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, including agenda preparation, change record review, risk and impact assessment facilitation, and documentation of CAB decisions and action items.
* Assess change requests for completeness, risk, potential impact on NOC operations, and scheduling conflicts, working with change submitters to ensure all required information and approvals are obtained prior to implementation.
* Maintain the forward schedule of change (FSC) and communicate upcoming changes to NOC operations staff, IT leadership, and relevant stakeholders in a timely and accurate manner.
* Monitor and track the implementation of approved changes, ensuring that changes are executed within approved windows, outcomes are recorded, and any failed or unauthorized changes are escalated and remediated appropriately.
* Identify trends in change-related incidents and failed changes, conducting analysis to support continuous improvement of the change management process and reduce change-related risk.
* Produce regular problem and change management performance reports and metrics for NOC leadership and IT management, including problem aging, RCA completion rates, change success rates, and change-related incident trends.
* Support the development and continuous improvement of problem and change management policies, procedures, workflows, and ServiceNow configurations in alignment with ITIL standards and organizational requirements.
* Collaborate with incident managers, service desk leads, and IT operations teams to ensure seamless