Senior Program Analyst (IT Service Management)

TISTA Science and Technology is seeking a Senior Program Analyst to join our growing team.

At TISTA, you'll do meaningful, mission driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We're proud to serve and hire Veterans, and we put people first in everything we do.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

We are hiring a Senior Program Analyst to support enterprise IT Service Management programs across a large federal organization. You'll help shape how IT services are delivered - improving performance, compliance, and customer experience. This role blends process improvement, analytics, stakeholder collaboration, and ServiceNow platform support.

• Support design and continuous improvement of ITSM processes (Incident, Change, Problem, Request, Knowledge).
• Act as liaison between IT teams and business stakeholders.
• Develop dashboards and service performance metrics.
• Analyze service trends to drive operational improvements.
• Support ServiceNow configuration and enhancements.
• Assist with audits, governance, and compliance activities.
• Lead documentation and training initiatives.
• Collaborate with infrastructure, cybersecurity, and application teams.

• Strong ITIL knowledge (v4 preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Strong analytical, communication, and stakeholder management skills.
• Ability to manage multiple priorities in fast-paced environments.

Education:

• Bachelor's Degree in Business Discipline, or equivalent PLUS 10 Years of experience.
• Eight (8) years of additional relevant experience may be substituted for education.

Clearance:

• The ability to pass a Tier 2/Moderate Background Investigation .

Location:

• Remote, USA.
• Monday - Friday (8:00 AM - 4:30 PM CST).

Pay Range:

• The pay for this position ranges from $56,730 to $64,500.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/