Abacus Technology Problem and Incident Analyst in Stennis Space Center, Mississippi

The Abacus Team is seeking a Problem and Incident Analyst to assist the Critical Incident Response Team (CIRT)/Problem Management and Analysis (PMA) Team in analyzing and documenting IT issues and making recommendations to avoid these problems in the future. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.

Assist CIRT/PMA team in analyzing and researching reported IT problems and incidents. Conduct detailed root cause analysis using standard and systematic analysis approaches. Work with IT technical staff to elicit information regarding reported incidents and problems and their impact and possible causes, and incorporate this information into the root cause analysis. Work with technical staff to develop recommendations for short term solutions to avoid the problem and long-term solutions to eliminate identified issue. Document findings in After Action Reports that detail the issue, causes, and problem resolution, and provide recommendations, lessons learned, and improvement opportunities. Assist in continuous process improvement activities to mitigate and prevent recurrence of problems and incidents. Assist with development of procedures and report templates for problem management. Assist in other areas of incident and problem management, including tracking of problems, updating tickets, as well as analyzing and reporting on other issues.


High School diploma or GED certification required; Associate’s or Bachelor’s degree in a related field is desired.

Required Experience and Skills:

At least 1 year of Information Technology (IT) related experience that includes problem identification and analysis, such as service desk support, IT analysis, or similar experience. Experience conducting root cause analysis by gathering information from a variety of groups or individuals, analyzing this information to determine the cause of problems. Experience developing recommendations to solve and prevent problems within a given environment, and within the constraints of that environment. Experience assisting in the development of problem analysis reports, After Action, or similar reports.

Must possess excellent written and oral communication skills. Excellent and proven analytical skills. Ability to facilitate elicitation of information from a broad range of technical skills. Understanding of IT fundamentals and operations.

Previous experience with DHS USCIS desirable. ITIL v3 Foundations certification a plus.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.


ID: 2018-3393

External Company Name: Abacus Technology

External Company URL: www.abacustech.com