Note: The job is a remote job and is open to candidates in USA. Maximus is a mission-driven federal partner supporting national security, defense, and public service delivery programs. The Junior CIC Analyst supports 24x7 Command and Incident Center operations through routine service requests, break/fix activities, Tier 1 incident management, monitoring, ServiceNow documentation, reporting, and executive communications.
Responsibilities
- Provide operational support within the Command and Incident Center (CIC) by executing routine service requests and low-risk changes
- Perform break/fix activities, including server reboots, switch resets, and clearing technical blockers to restore services and maintain operational continuity
- Support incident management activities as a Critical Incident Analyst (Tier 1), assisting with monitoring, ticket updates, and coordination during active incidents
- Generate and distribute situation reports (SITREPs), operating posture updates, and ServiceNow-based reporting to support situational awareness
- Assist in preparing executive-level communications by compiling accurate operational data and incident summaries
- Maintain and update incident and service request records in ServiceNow, ensuring completeness, accuracy, and timeliness of documentation
- Support continuous monitoring activities and assist in identifying and escalating issues based on defined thresholds and procedures
- Collaborate with CIC Analysts, Shift Leads, and engineering teams to resolve technical issues and remove operational blockers
- Contribute to stable, continuous operations by supporting core teams, enabling focus on higher-priority engineering and mission-critical initiatives
Skills
- Ability to obtain and maintain a Public Trust is required
- U.S. citizenship or U.S. national status is required
- • 1+ years of experience in IT support, help desk, or operations support roles
- • Demonstrated experience supporting IT operations, help desk, or service desk functions in an enterprise environment
- • Hands-on experience executing basic system administration tasks (e.g., server reboots, network device resets, break/fix support)
- • Experience using ITSM tools (e.g., ServiceNow) for ticket creation, updates, and tracking
- • Ability to follow standard operating procedures (SOPs) to execute low-risk changes and resolve issues
- • Experience supporting incident monitoring and ticket management activities
- • Ability to create and maintain operational reports and status updates (e.g., SITREPs)
- • Strong attention to detail with ability to maintain accurate documentation and records
- • Ability to operate in a shift-based or 24/7 operations environment
- • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- • Exposure to cloud environments (AWS/Azure) and monitoring tools
- • Familiarity with automation or AI-assisted tools for documentation and operational efficiency
- • Strong attention to detail and ability to follow structured procedures
- • Effective communication skills for coordinating with technical teams and stakeholders
- • Ability to work in a fast-paced, high-visibility operational environment
- An active Public Trust and/or DHS suitability is preferred
- • Experience supporting federal government environments is strongly preferred
- • Familiarity with incident management and ITIL processes is strongly preferred
- • Experience working in NOC, SOC, or Command Center environments is strongly preferred
Benefits
- Training, education, and career development
- Remote position
- Health insurance coverage
- Life and disability insurance
- Retirement savings plan
- Paid holidays
- Paid time off
- Short- and long-term incentives
- Program-specific awards
Company Overview