IT Solution Analyst

IT Solution Analyst Location: Denver, CO Onsite Flexibility: Hybrid — Standard expectation is onsite Tuesday–Thursday within Xcel territory; some shifts may be primarily remote Contract Details Position Type: ContractContract Duration: 12 monthsPay Rate: $65.00–$70.00 / Hour (USD)Shift / Schedule: Three available shifts covering 24/7 operations: - Shift 5 — Wed–Sat: 6:00 AM–4:00 PM (Sunday, Monday, Tuesday off) - Shift 6 — Wed–Sat: 2:00 PM–12:00 AM (Sunday, Monday, Tuesday off) - Shift 8 — Mon–Thu: 8:00 AM–6:00 PM (Friday, Saturday, Sunday off) - *Despite which shift you choose, you may still be required to cover those on other shifts* Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Job Summary Earlier this year, Incident Management and Change Management were merged into a new Service Availability Lead function. The team is responsible for change, risk, and incident management to support 24x7 network operations. Three contractors are being added to address bandwidth and coverage gaps. The Service Availability & Change Management Lead is responsible for ensuring the reliability, availability, resilience, and successful adoption of critical business and technology services. This role combines Service Availability Management, Organizational Change Management, Major Incident Management, and Continuous Improvement practices to minimize service disruptions, improve employee adoption of change, and deliver sustainable business outcomes. The position serves as a trusted advisor to business and technology leaders, ensuring operational excellence while enabling successful transformation initiatives. The ideal candidate has experience in network operations, incident management, and change management, can confidently challenge risks, communicate with senior leaders, operate effectively under pressure, and rapidly adapt to evolving processes. Key Responsibilities Typical Day Review and scrub ServiceNow change requestsLead CAB and Technical CAB callsAssess risk and approve changesSupport incident management activitiesGuide Technical Operations Center techniciansCommunicate with business stakeholdersCoordinate remediation during outagesApproximately 70% change/risk management and 30% incident management Ramp-Up Expectations Weeks 1–2: Training, shadowing, and access setupEnd of Month 1: Attending CAB, TCAB, carrier maintenance, and incident callsBy Month 2: Independently approving changes and potentially leading calls Service Availability & Reliability Lead enterprise Service Availability Management practices and ensure critical services meet availability, reliability, and performance targetsMonitor service health, trends, risks, and recurring issues through proactive event and performance monitoringDrive Major Incident, Problem Management, Root Cause Analysis (RCA), and service restoration activitiesCoordinate disaster recovery, resiliency planning, and business continuity readiness efforts Change Management & Adoption Lead organizational change activities supporting Network technology, operational, process, and business transformation initiativesDevelop stakeholder engagement, communication, training, and adoption strategies to ensure successful implementation of changeConduct change impact assessments and readiness evaluations across business unitsMeasure adoption, utilization, and business outcomes to ensure sustained value realization Governance & Continuous Improvement Define and maintain service and change management standards, policies, and governance practicesLead service reviews and continuous improvement initiatives to improve customer experience and operational performanceProvide executive reporting on service reliability, operational risk, availability metrics, and change adoption outcomes Stakeholder Engagement The Service Availability & Change Management Lead regularly collaborates with: Executive Leadership TeamIT Infrastructure & OperationsNetwork Operations Center (NOC)Cybersecurity TeamsEnterprise ArchitectureApplication Support & Development TeamsTelecommunications EngineeringOperational Technology (OT) TeamsPMO and Program ManagersBusiness Unit LeadersTraining & Communications TeamsVendor and Managed Service ProvidersRegulatory & Compliance TeamsBusiness Continuity and Disaster Recovery Teams Success Measures Achievement of service availability and reliability targetsReduction in recurring incidents and service disruptionsSuccessful adoption of business and technology changesImproved stakeholder satisfaction and customer experienceStrong executive visibility through meaningful operational and adoption reportingDelivery of sustainable business outcomes through proactive service and change management Required Skills Strong change management, risk management, and incident management experienceAbility to understand technical network risks, change approvals, peer reviews, backout plans, and incident responseConfident communicator capable of leading large CAB calls and incident bridgesQuick thinker with strong initiative, adaptability, urgency, and resilienceComfortable working in a fast-paced operations environment with multiple stakeholders and dependenciesStrong knowledge of ITIL, Service Availability, Incident, Problem, and Change Management practicesExcellent leadership, communication, stakeholder management, and analytical skillsExperience leading enterprise-wide operational and technology initiatives Core Competencies Service Availability ManagementOrganizational Change ManagementStakeholder EngagementExecutive CommunicationsMajor Incident ManagementProblem ManagementRoot Cause AnalysisBusiness TransformationTraining & AdoptionContinuous ImprovementVendor ManagementRisk & Compliance ManagementStrategic Leadership Tools & Technologies — IT Service Management ServiceNowJiraITIL Framework Tools & Technologies — Monitoring & Event Management SpectrumSolarWindsSplunkDynatraceAppDynamicsLogicMonitorThousandEyes Tools & Technologies — Collaboration & Reporting Microsoft 365Microsoft TeamsSharePointPower BIVisioExcelPowerPoint Tools & Technologies — Change Management Prosci MethodologyADKAR FrameworkChange Impact Assessment ToolsStakeholder Analysis ToolsCommunication and Training Platforms Tools & Technologies — Infrastructure & Operations Cisco NetworkingFortinetCheck PointCloud Platforms (Azure/AWS)SCADA / Operational Technology EnvironmentsDisaster Recovery & Business Continuity Platforms Preferred Skills 5–10 years of experience preferred; exceptional candidates with 3–4 years may be consideredNetwork operations or NOC experience strongly preferredITIL certification/training preferredRemedy (preferred/legacy environments) Education Requirements Bachelor's degree in Information Technology, Engineering, Business Administration, Organizational Development, or related field7 years of experience in Service Management, IT Operations, Organizational Change Management, or Business Transformation Required Experience 7 years of experience in Service Management, IT Operations, Organizational Change Management, or Business TransformationExperience leading enterprise-wide operational and technology initiatives Work Environment / Physical Requirements Hybrid within Xcel territory; standard expectation is onsite Tuesday–Thursday, although some shifts may primarily be remotePosition supports 24x7 operations with fixed shifts and flexibility to cover similar shifts when neededHighly collaborative role requiring constant interaction across many upstream and downstream teamsResources support five existing Service Availability Leads, Technical Operations Center staff, engineers, project managers, business stakeholders, and vendors Important Notes One panel Teams interview with Larry Lee, leadership, process owners, and a current Service Availability Lead; resumes will be reviewed immediately with interviews targeted to begin October 1High likelihood of extension and potential conversion due to long-term business need, visibility of the role, and ongoing operational demandPlease include your shift preference and location on your resumeRed Flags (screening criteria): Frequent job hopping (less than a year per role); significant recent employment gaps; inability to clearly speak to experience listed on resume; misrepresentation of responsibilities or level of ownership About the Client This client is a major U.S. electric and natural gas utility serving more than 3.7 million electric customers and 2.1 million natural gas customers across eight states — Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota, New Mexico, and Texas — making it one of the nation's leading energy providers. The organization is actively investing in the clean energy transition, expanding renewable generation and grid modernization across its service territory, offering meaningful work that directly supports infrastructure millions of people and businesses depend on every day. Teams here span electrical and civil engineers, grid operations specialists, environmental scientists, IT and cybersecurity professionals, and finance and regulatory analysts, supported by a culture recognized for inclusion and respect — including a perfect Corporate Equality Index score from the Human Rights Campaign for multiple consecutive years. About GTT GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada. Job Number: 26-14268 Industry: Data & Analytics #gttjobs