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Sr Tech Support Analyst
Eden Prairie, Minnesota  |  Onsite
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Applied on October 21, 2021
Job Id #51222 Posted October 8, 2021


  • This role will provide problem management and change management oversight for multiple state government clients and will require a keen understanding ITSM/ITIL principles to help define key strategies to support our contracts.
  • In addition, the role will perform the daily operational activities in support of these strategies including participating in incident management activities as necessary (including war rooms), actively tracking, owning, and managing problem tickets, and will participate actively in change management processes.
  • The role will be responsible for the management of reporting for problem and change management and providing regular updates to key stakeholders and senior leadership.


  • Daily Operations
  • High Priority Problem Management:
    • Identify and track high priority incidents and their corresponding problem records
    • Participate in incident management activities, including attending war rooms
    • Host regular meetings to perform root cause analysis and identify long term resolutions
  • Low Priority Problem Management:
    • Proactively analyze and identify recurring trends to identify areas to improve service quality
    • Partner with Service Level Owners to determine if a problem record is needed
    • Host regular meetings to perform root cause analysis and identify long term resolutions
  •  Change Management:
    • Participate in Change Advisory Board (CAB) meetings to ensure that upcoming changes reduce potential for incidents
    • Review upcoming changes and work with requestors to answer any questions, or work to resolve issues they are having
    • Develop and maintain a forward schedule of change to help keep key stakeholders informed of upcoming changes
  • Performance Management:
    • Ensure contract deliverables and key Service Level Agreements (SLAs) are met
    • Define Problem Management Operating Level Agreements to exceed defined SLAs
    • Drive Problem Management quality initiatives
    • Understand Change Management principles and be the point of contact for stakeholders
    • Provide Senior Leadership with defined reporting and status updates
    • Provide Client Facing updates (as required)
  • Problem Management Strategy:
    • Establish problem management strategy; implement processes/procedures that support the problem management strategy; this includes the development of a Problem Management analysis approach
    • Build and maintain relationships with Maintenance & Operations (M&O) staff and other stakeholders to help facilitate Problem Management activities
    • Provide Subject Matter Expertise on the areas of ITIL based Problem Management; act as a coach and mentor to those we are supporting
    • Develop and maintain a Known Errors Database that can be leveraged by IT Support Staff and increase awareness of known workarounds
    • Practice Continual Service Improvement to drive enhancements of existing process


  • Bachelor's Degree or higher level of education, or relevant experience
  • ITIL V3 certification or above, or relevant experience
  • 2+ years of Problem Management experience; driving the research and root cause of Incidents - including workaround experience, temporary solutions, and final solutions - in a collaborative environment
  • 2+ years of experience in IT Service Management
  • 1+ years of experience in Change Management
  • 1+ years of experience in creating and maintaining policies, procedures, and process mapping
  • Critical thinking and problem-solving skills


  • Contact center experience
  • Project management experience
  • Data analysis and interpretation skills
  • Fundamental understanding of reporting (including SQL/Tableau/etc.)
  • Experience in ServiceNow ITSM (incident, problem, and change) and reporting modules
  • Experience with configuration management
  • Experience with incident management processes
  • Experience with monitoring tools & processes
  • Experience with maintenance & operations
  • Experience with government contracting
  • Understanding of broader IT infrastructure knowledge, including traditional (on-prem) and cloud infrastructure

Ideal Background:

  • Im looking for an ITIL certified individual to fill a Problem Management role that will actively participate in Change and Incident Management processes.
  • This individual needs to have IT Service Management (ITSM) experience with a focus on problem and change management. Incident Management, Service Desk, and Call Center experience is a plus.
  • The candidate should have excellent critical thinking skills as well as demonstrate that they are adept at building and maintaining relationships.
  • Experience with process mapping, policy/procedure creation, maintenance & operations, system monitoring, and government contracting will help the candidate stand out as well.

Team and Team size:

  • The team is comprised of service desk & incident management operations along with problem/change management operations.
  • Currently we have 10 Service Desk staff (6 in MN, 4 in WV), 2 Help Desk supervisors (1 in MN and 1 in WV), the problem/change manager role, and an operations manager.
  • We are part of several M&O teams and closely partner with these teams, many of whom are developers, technicians, and project based staff

Working Time:

  • Monday-Friday prime hours (i.e. 8:00am-5:00pm); however please note that there may be the potential for on-call coverage requirements; upon conversion this is a salaried position and the hours may adjust based on business need

Interview Process:

  • a. How many rounds? 1-2
  • b. Video vs. phone? Video
  • c. How technical will the interviews be? Moderate to Advanced

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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