Junior CIC Analyst

Requirements

• Provide operational support within the Command and Incident Center (CIC) by executing routine service requests and low-risk changes.
• Perform break/fix activities, including server reboots, switch resets, and clearing technical blockers to restore services and maintain operational continuity.
• Support incident management activities as a Critical Incident Analyst (Tier 1), assisting with monitoring, ticket updates, and coordination during active incidents.
• Generate and distribute situation reports (SITREPS), operating posture updates, and ServiceNow-based reporting to support situational awareness.
• Aid in preparing executive-level communications by compiling accurate operational data and incident summaries.
• Maintain and update incident and service request records in ServiceNow, ensuring completeness, accuracy, and timeliness of documentation.
• Support continuous monitoring activities and assist in identifying and escalating issues based on defined thresholds and procedures.
• Collaborate with CIC Analysts, Shift Leads, and engineering teams to resolve technical issues and remove operational blockers.
• Contribute to stable, continuous operations by supporting core teams, enabling focus on higher-priority engineering and mission-critical initiatives.

Qualifications

• 1+ years of experience in IT support, help desk, or operations support roles.
• Demonstrated experience supporting IT operations, help desk, or service desk functions in an enterprise environment.
• Hands-on experience executing basic system administration tasks (e.g., server reboots, network device resets, break/fix support).
• Experience using ITSM tools (e.g., ServiceNow) for ticket creation, updates, and tracking.
• Ability to follow standard operating procedures (SOPs) to execute low-risk changes and resolve issues.
• Experience supporting incident monitoring and ticket management activities.
• Ability to create and maintain operational reports and status updates (e.g., SITREPS).
• Strong attention to detail with ability to maintain accurate documentation and records.
• Ability to operate in a shift-based or 24/7 operations environment.