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The Incident and Problem Management Analyst serves as the primary point of contact for incident and problem reporting within the client organization. Responds to incidents/issues, opens trouble tickets, provides status updates on existing tickets, answers incoming calls, creates support tickets and provides the customer with information necessary to track the ticket. Engages with internal/external resources as necessary including Tier III support. Responsible to resolve tickets in accordance with contractual service level agreement (SLA) response and resolution times. Shift work required in some positions; either Day/Swing or Mids.

Responsibilities

+ Performs research and analysis as necessary in support of client operations.

+ Opens trouble tickets, determines status updates on existing tickets within client system, responds to incoming inquiries, creates support tickets and provides the customer(s) with information necessary to track incidents and problems.

+ Engages with resources both internal and external to the organization as necessary including Tier III support to resolve issues.

+ Responsible to resolve tickets in accordance with contractual service level agreement (SLA) response and resolutions times.

+ Identifies interdependencies with internal or external departments or service providers.

+ Develops and disseminates communications regarding the project or program status.

+ Tracks progress, adopts and provides ongoing reports to leadership/program sponsors.

+ Performs work both independently and under supervision.

+ Handles Tier I and Tier II issues and problems and refers more complex issues to higher-level staff.

Qualifications

+ 4-6 Years of related experience.

+ ITIL v4 Foundation Certification.

+ Security+ or A+ Certification.

+ Secret Security Clearance.

Desired Qualifications:

+ Advanced degree in related field or equivalent experience.

+ Equivalent combination of training, certifications, work and/or military experience.

Job ID

2025-16492

Work Type

On-Site

Company Description

Work Where it Matters

Tuva, 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 Tuva, 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,** Tuva 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,** Tuva helps optimize IT systems, tools, and methods, as well as mission support services and specialized technologies.

**As a Tuva 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 [email protected] or 571-353-7053 (information about job applications status is not available at this contact information).