Akima Data Management (ADM), an Akima, LLC company provides turnkey solutions that offer better systems, tools, and methods to further your goals, reduce costs, and streamline operations. From requirements analysis, design, and implementation to operations and training, ADM's personnel are well-versed in best practices across Enterprise IT, Mission Support Services, and Specialized Technologies. We are seeking a highly motivated and detail-oriented Technical Analyst to join our team. The ideal candidate will be instrumental in optimizing our IT Service Management (ITSM) processes, with a specific focus on the ServiceNow platform. This role involves analyzing workflows, developing strategic dashboards, and ensuring the efficiency and compliance of our incident response protocols. The Technical Analyst will play a key role in improving operational readiness and supporting data-driven decisions across multiple IT teams. **Responsibilities** **Process and Workflow Optimization:** + Analyze and optimize incident resolution workflows within ServiceNow to enhance efficiency and reduce response times. + Collaborate with multiple IT teams to streamline communication and improve the overall incident response process. + Identify bottlenecks and propose solutions to improve service delivery and operational effectiveness **Data Analysis and Reporting:** + Develop and maintain strategic dashboards and reports to provide actionable insights into key performance metrics. + Analyze operational data to support informed decision-making and improve operational readiness. + Ensure data accuracy and consistency within the reporting framework. **ITSM and Compliance:** + Improve ITSM processes to ensure they are audit-ready and compliant with organizational and regulatory standards. + Maintain accurate and comprehensive documentation of all IT processes and configurations. + Ensure the ServiceNow platform configuration aligns with compliance requirements, particularly within a regulated environment like the FDA. **Collaboration and Support:** + Act as a subject matter expert for the ServiceNow platform, providing support and guidance to end-users and team members. + Work closely with stakeholders to gather requirements and translate business needs into technical solutions. + Provide support for day-to-day administration and configuration of the ServiceNow platform as needed. **Qualifications** + Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. + Proven experience as a Technical Analyst or a similar role, with a strong focus on process improvement and data analysis. + In-depth, hands-on experience with the ServiceNow platform, particularly with ITSM modules (Incident, Problem, Change). + Experience in developing reports, dashboards, and key performance indicators (KPIs). + Strong understanding of ITSM processes and ITIL frameworks. + Exceptional analytical and problem-solving skills with a proactive approach to identifying and resolving issues. + Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams. + Experience in a regulated environment, such as the public sector or healthcare, is highly desirable. + FDA experience highly desired + Must be a US citizen and/or green card holder and be able to obtain public trust clearance. **Job ID** 2025-18936 **Work Type** Remote **Pay Range** $95,000 to $110,000 **Benefits** Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees. **Company Description** **Work Where it Matters** Akima Data Management (ADM), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At ADM, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. **For our shareholders,** ADM provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. **For our government customers,** ADM delivers agile and innovative cloud and IT services and solutions that enable mission dominance. **As an ADM employee,** you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options. We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).