IT Specialist (Customer Support Systems Analysis)

Lead and coordinate all activities across the Major Incident Management (MIM) lifecycle. Lead efforts to diagnose, troubleshoot, and resolve enterprise-wide IT incidents. Ensure accurate data collection, logging, and validation for IT incidents. Conduct research and analysis to identify customer requirements and resolve information gaps. Monitor, triage, document, and communicate major IT outages and performance degradations. Maintain expertise in incident management policies, procedures, and service level agreements (SLAs). Develop and execute strategic, operational, and communication plans for incident management. Promotion Potential: This position is at full performance level Work Schedule: Sunday - Thursday 3pm-11:30pm Compressed/Flexible: Upon supervisor discretion Telework: This position may be authorized for ADHOC telework. Virtual: This is not a virtual position. Position Description/PD#: IT Specialist (Customer Support Systems Analysis)/PD00098A Relocation/Recruitment Incentiv