CIC Analyst

About the role

Maximus is a trusted federal partner supporting mission-critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence, and a commitment to mission success for our customers. Joining Maximus means becoming part of a collaborative, mission-driven organization where teamwork, accountability, and professional growth are core to how we operate. We invest in our workforce through training, education, and career development, empowering professionals to deliver high-impact solutions while contributing to outcomes that matter at a national scale. This position is contingent upon contract award and position availability. Selected candidates will receive a contingent offer of employment, which will become final only upon successful contract award to Maximus, availability of the position, and receipt of authorization to proceed. Ability to obtain and maintain a Public Trust is required. Active Public Trust and/or DHS Suitability is preferred. U.S. citizenship or U.S. national status required.

Responsibilities

• Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time.
• Support incident declaration and classification, ensuring timely identification and escalation of critical incidents based on defined criteria and SOPs.
• Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads, technical teams, and stakeholders during active incidents.
• Provide stakeholder notifications and updates, ensuring timely and accurate communication of incident status and impacts.
• Monitor incident progress, track response actions, and support escalation workflows to ensure timely resolution.
• Maintain and update incident records within ticketing systems (e.g., ServiceNow), ensuring accurate documentation of events, actions, and outcomes.
• Utilize available tools and automation capabilities (e.g., transcription, AI-assisted documentation) to improve efficiency and reduce manual effort in incident tracking and reporting.
• Support identification of recurring incident trends and contribute to continuous improvement efforts to reduce incident frequency over time.
• Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents and improve detection, response, and reporting processes.
• Participate in 24/7 operations, including shift-based monitoring and incident response activities.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 4+ years of experience in IT operations, monitoring, help desk, or incident support roles.
• Demonstrated experience supporting IT operations monitoring or incident management activities in an enterprise environment.
• Ability to perform continuous system monitoring and identify anomalies or incidents based on defined thresholds or alerts.
• Experience supporting incident tracking and documentation using ITSM tools (e.g., ServiceNow or similar).
• Ability to follow and execute incident response procedures and escalation processes.
• Experience providing real-time communication and notifications to stakeholders during operational events.
• Ability to maintain accurate and detailed documentation of incidents and operational activities.
• Familiarity with basic IT infrastructure, cloud environments, or enterprise systems monitoring tools.
• Ability to operate effectively in a shift-based, 24/7 operations environment.

Preferred qualifications

• Experience supporting federal government environments.
• Familiarity with incident management and ITIL processes.
• Experience working in NOC, SOC, or Command Center environments.
• 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.

Pay

Minimum Salary $40,000.00 Maximum Salary $65,000.00