IT Solution Analyst

About the role

Are you ready to play a critical role in keeping network operations running smoothly in a fast-paced 24x7 environment? This Service Availability Lead position focuses on change management, risk assessment, and major incident coordination to help support reliable service delivery and effective operational response.

Responsibilities

• Review change requests in ServiceNow to confirm implementation plans, backout steps, approvals, peer reviews, and validation evidence are complete.
• Participate in and help lead CAB, technical CAB, carrier maintenance, and related operational meetings.
• Assess maintenance and upgrade activities for risk, communicate concerns clearly, and support timely decision-making.
• Lead P1 incident bridges and coordinate technical teams through troubleshooting, remediation, and service recovery.
• Deliver clear and concise updates to technical teams, business partners, vendors, and leadership during change and incident activity.
• Partner with IT, engineering, operational technology, and technical operations teams to support consistent process execution.
• Work in a dynamic environment with shifting priorities, frequent interruptions, and evolving operational needs.
• Escalate issues and enforce process requirements when needed to protect service stability and operational readiness.

Skills

• 5–10 years of experience in change management, risk management, incident management, IT operations, or network operations preferred.
• Experience in a 24x7 IT or network operations environment.
• Strong knowledge of change and risk practices, with working familiarity in major incident response.
• Technical understanding of network and IT operations to evaluate change completeness and identify potential risks.
• Confident verbal communication and presentation skills for leading meetings and incident bridges.
• Strong judgment, ownership, adaptability, and the ability to manage multiple priorities.
• Ability to support a primary shift with flexibility for coverage as business needs require.
• ITIL certification (preferred).
• Hands-on experience with ServiceNow (preferred).
• Prior experience leading CAB discussions or critical incident response (preferred).
• Background supporting technical teams in a complex operations environment (preferred).
• Experience working across cross-functional teams and communicating with a range of stakeholders (preferred).

Benefits

• Medical
• Dental>
• Vision
• Retirement

Pay

The pay range for this role is $31 - $64 per hour based on qualifications and experience.