ITSM Program Analyst

Title: ITSM Program Analyst
Location: Rockville, Maryland — Hybrid, onsite at least 1 day per week
Terms: Full-Time
Clearance: U.S. Citizenship required with the ability to obtain and maintain a Public Trust
Travel: 0–10%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA.

We’re a mission-driven IT services company and systems integrator supporting digital transformation and modernization for Federal government agencies. Since 2009, we’ve partnered with our customers to solve complex challenges through smart, practical innovation to deliver real outcomes where they matter most. Our teams are made up of industry-leading experts who are passionate about doing great work and making a difference. We don’t just develop solutions—we support efforts that strengthen communities and serve the public good.

RIVA’s culture is built on four core values: Results, Innovation, Values, and Accountability. They guide how we work, how we collaborate, and how we measure success. Our employee-first approach is rooted in trust, ownership, and meaningful work. By investing in our people and fostering a flexible, supportive environment, you will have the opportunity to grow your skills, contribute ideas, and make an impact from day one—all while supporting missions that matter.

Program Overview

RIVA Solutions supports the HHS Financial Management Portfolio program, providing technology, operations, service management, and modernization support for critical financial management systems and related business processes.

The HHS FMP program requires strong coordination across business stakeholders, technical teams, service desk operations, change management activities, testing efforts, release readiness, and operational reporting. This work supports reliable system performance, effective service delivery, issue resolution, and continuous improvement across mission-focused financial management environments.

The ITSM Program Analyst will support IT Service Management, change management, Jira Service Management operations, reporting, stakeholder coordination, and process improvement across the program.

Position Overview

RIVA Solutions is seeking a motivated and high-potential ITSM Program Analyst to support IT Service Management, change management, operational coordination, and Jira Service Management activities for the HHS Financial Management Portfolio program.

This role is ideal for a candidate with 3+ years of experience supporting IT programs, service management operations, helpdesk coordination, business requirements, Agile delivery, or federal technology environments. The successful candidate will be eager to take ownership, work across business and technical teams, support day-to-day operational execution, and grow into increased Jira/JSM platform ownership over time.

The ideal candidate brings strong problem-solving skills, clear communication, attention to detail, and an understanding of business processes and system functionality. This is not just a task-tracking role; the position requires someone who can connect operational activities to business impact, mission needs, service quality, and continuous improvement.

Core Responsibilities

ITSM Operations & Service Management

• Support IT Service Management operations using Jira Service Management.
• Manage, track, and coordinate incidents, service requests, change requests, and problems.
• Support helpdesk operations, including ticket triage, routing, follow-up, escalation, and resolution tracking.
• Monitor ticket queues, service activity, aging items, and support team follow-through.
• Track SLA performance and help ensure timely resolution, escalation, and stakeholder communication.
• Coordinate with Tier 1, Tier 2, and Tier 3 teams to drive issue resolution and maintain operational visibility.
• Support consistent service management practices across incident, problem, change, and service request management.

Change Management & Governance

• Support and coordinate change management processes aligned with ITIL best practices.
• Facilitate and support Change Review Boards, including agenda preparation, documentation, meeting support, action item tracking, and follow-ups.
• Maintain change logs, risk tracking, change documentation, and communication updates.
• Support configuration management activities and documentation of system changes.
• Coordinate with business, technical, testing, and release stakeholders to support effective change planning and execution.
• Help ensure change requests are documented, reviewed, communicated, and tracked through appropriate governance processes.

Program Coordination & Reporting

• Run and support daily stand-ups and cross-team coordination meetings.
• Prepare meeting notes, action items, follow-ups, status updates, dashboards, and executive summaries.
• Track and report testing status, defects, issue resolution, release readiness, and operational blockers.
• Support UAT coordination across business users, technical teams, testers, and program stakeholders.
• Maintain visibility into key program activities, dependencies, risks, and timelines.
• Support program leadership with recurring and ad hoc reporting needs.

Requirements & Business Engagement

• Gather and document business, operational, and system requirements.
• Translate requirements into user stories, actionable tasks, acceptance criteria, or support tickets.
• Work closely with end users to validate functionality and support testing activities.
• Support business process analysis and documentation.
• Demonstrate understanding of application functionality, operational workflows, and mission impact.
• Communicate effectively with business stakeholders, technical teams, end users, and program leadership.

Agile Delivery & Continuous Improvement

• Participate in Agile ceremonies, including sprint planning, backlog grooming, retrospectives, and related team coordination activities.
• Support backlog organization, task tracking, user story refinement, and cross-team follow-up.
• Identify and drive process improvements across service management, operations, documentation, reporting, and customer support workflows.
• Help improve team coordination, issue tracking, ticket quality, and operational transparency.
• Leverage AI tools where appropriate to improve ticket management efficiency, knowledge management, customer service workflows, and reporting support.
• Support a culture of continuous improvement, accountability, and operational excellence.

Jira / JSM Platform Support

• Configure and maintain dashboards, filters, queues, reports, and team views in Jira and Jira Service Management.
• Support basic workflow updates, automation rules, ticket routing, and queue optimization.
• Assist with user management, permissions support, system updates, and platform documentation.
• Collaborate with senior resources on advanced configurations and platform improvements.
• Support improvements to ticket intake, categorization, prioritization, status tracking, and reporting.
• Grow into increased Jira/JSM platform ownership over time.

Minimum Qualifications

• Bachelor’s Degree in a related field; equivalent relevant experience may be considered.
• Minimum of 3 years of experience supporting IT programs, ITSM operations, helpdesk coordination, or service delivery environments.
• Experience with ITSM processes, including incident, problem, change, and service request management.
• Experience using ticketing tools, preferably Jira or Jira Service Management.
• Experience supporting Agile delivery activities, user stories, daily stand-ups, requirements tracking, or cross-team coordination.
• Strong communication, documentation, organization, and stakeholder management skills.
• Proficiency with collaboration tools such as Microsoft Teams, Slack, SharePoint, Excel, or similar tools.
• U.S. Citizenship required with the ability to obtain and maintain a Public Trust.

Preferred Qualifications

• Exposure to Jira or Jira Service Management administration, including dashboards, workflows, queues, filters, configurations, or automation rules.
• Experience supporting federal agencies, federal programs, or government contracting environments.
• Understanding of federal business processes, financial management operations, or mission support environments.
• Familiarity with federal financial systems.
• Exposure to Oracle E-Business Suite or Oracle EBS-supported environments.
• Basic knowledge of DevOps and CI/CD practices.
• Experience with configuration management practices.
• Experience supporting UAT coordination, testing status reporting, defect tracking, and release readiness activities.
• Experience preparing executive summaries, dashboards, metrics, or operational reports.
• ITIL Foundation certification or familiarity with ITIL-aligned service management practices.

Salary

Up to $110,000 per year based on experience.

RIVA Benefits

• Paid Time Off / Sick Leave
• Health, Dental, and Vision Coverage
• Life Insurance
• 401(k) Retirement Plan with Company Match
• HSA/FSA Spending Accounts
• Long- and Short-Term Disability
• Pet Insurance
• Wellness Program Initiatives
• RIVA Flex
• Additional Workplace Benefits

Equal Opportunity Statement

RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including pregnancy and related conditions, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any protected class.

If you need a reasonable accommodation to search for a job opening or to submit an online application, please email accommodations@rivasolutionsinc.com. Only messages left for this purpose will be returned.