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Colorado State IT Service Management Analyst (Major Incidents) in Denver Metro, Colorado

IT Service Management Analyst (Major Incidents)

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IT Service Management Analyst (Major Incidents)


$73,411.00 - $110,000.00 Annually


Denver Metro, CO

Job Type

Full Time


Governor's Office of Information Technology

Job Number



6/24/2021 11:59 PM Mountain

  • Description

  • Benefits

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Department Information

What We Do:

The Governor's Office of Information Technology (OIT) strives to impact the lives of all Coloradans to create a safer, happier and healthier state. We work to empower the State of Colorado with flexible technology that will drive sustainable and intelligent business decisions. We envision a future where the end-user experience shapes design, and data analytics transform how state government serves its residents.

What We Believe :

We believe equity, diversity, and inclusion drive our success, and encourage candidates from all identities, backgrounds, and abilities to apply.

What You'll Get From Us:

A culture that understands that we are better together when our differences are valued and everyone is inspired and empowered to contribute.

Check out this website ( to see some of the great work that OIT is doing around IT Transformation at the State.

Description of Job


The goal of this position is to ensure a responsive and high quality Major Incident Management process for OIT by being a part of a motivated and innovative team which establishes and uses best practices to drive major incident management, problem management and continuous service improvement. This role will work within established OIT Major Incident Management and Service Desk processes by chairing appropriate technical recovery calls to facilitate major incident resolution, and problem management (Root Cause Analysis) by service owners.

The Major Incident Manager will be responsible for communicating on several levels, to include Executive Management, technical personnel and agency personnel. This position is responsible for collaborating with IT-Business partners to develop and practice the end-to-end strategy for Major Incident Management to include escalation, communication, coordination of technical resources, and coordination of Root Cause Analysis (RCCA) as needed.

The Major Incident Manager will be a member of and participate in Customer Office Innovation Team efforts, including collaboration, communication initiatives, and process improvement. In addition to daily maintenance of established processes, the Major Incident Manager will have a key role in the creation and/or modification of Major Inciden t, Problem and Change management processes in the Enterprise Service Desk environment, and as needed when leveraged by ITSM (IT Service Management) and greater OIT partners. This responsibility will include collaboration with state agency leadership and technical teams, process documentation, training material creation, and communication initiatives.

This position reports to the Customer Care Manager, Innovation Team and will need strong experience and expertise in leadership-level communication and business process improvement. This position has delegated responsibility for functions crucial to the effectiveness of the Governor’s Office of Information Technology. Preferred candidates will have had similar levels of responsibility in previous positions.


Major Incident Management

  • Collaborate with IT-Business partners to develop end-to-end ITSM Major Incident management services and strategies

  • Provides information to business partners about service improvement opportunities that enable reduction in business cost and better operational efficiency

  • Supports continuous improvement efforts for ITSM Major Incident services and the review process

  • Lead facilitation of the resolution of all priority 1 (Major) incidents with appropriate reporting and notifications to stakeholders

  • Ensure all necessary resources are identified, contacted, and engaged in resolution action for all major incidents as assigned

  • Align and deliver targets set by the Customer Care Leadership

  • When assigned, assume ownership of major incident lifecycle to satisfactory resolution as required

  • Proactively manage major incidents ensuring minimal business impact and utilizing escalation procedures as appropriate

  • Responsible for the evaluation of incident impact on SLA targets for prioritization and direction. Collaborate closely with other ITSM team members in the execution of major incident management processes and procedures

  • Document and maintain all relevant processes and procedures for the provision of Major Incident Management

    Problem Management Process Owner

  • Collaborate with IT-Business partners to develop end-to-end ITSM Problem management processes, services, and strategies.

  • Ensure relevant resolver groups understand the process and are following the process for problem management.

  • Communicate and train expectations for Problem Management with Service Owners

  • Assist with post - mortem actions when needed to ensure Root Cause and Corrective Actions are completed by the appropriate resolver groups.

  • Document all relevant processes and procedures for the provision of Problem Management.

  • Assist with trend analysis and/or management escalations for recurring incidents.

  • Ensure key performance indicators are measured for Problem Management and report trends of maturity level and tool adoption.

    Change Management

  • Partner with the OIT Change Manager on Change Advisory Board (CAB) duties including but not limited to weekly CAB meetings, reviewing requests and facilitating Emergency/Expedited requests when needed. .

  • Collaborate with the Change Manager in continuous improvement of Change Management processes and procedures including maintaining good documentation and training material (in collaboration with the training team).

  • Assist with reports of RCCAs through the change lifecycle, both scheduled and ad-hoc.

    Customer Care Initiatives & Process Development

  • Collaborate with peers and leadership in the creation, and the full implementation of departmental policies, procedures, standards and guidelines.

  • Analyzes existing processes in order to identify and recommend possible improvements that will help meet strategic goals and objectives.

  • Ensure relevant communications occur, and engage all stakeholders.

  • Manage multiple tasks within deadlines while interacting with all levels of OIT management and across OIT departments, customer agencies, and organizational boundaries.

    Additional Duties as Assigned

  • Take on additional duties as they arise to fulfill the OIT mission and goals.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Work Experience:

  • 3+ years of experience in IT service delivery, direct business engagement, and multiple technology domains.


  • Bachelor’s degree from an accredited college or university in IT, computer science, business, or management or related field, or other technical degree.

  • Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.

  • Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis,.

  • Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications:

  • IT project management experience

  • Six to ten years of experience in the following IT subject areas:

  • Service Delivery Management

  • Vendor Operations Relationship

  • IT Operations

  • Change Management

  • Demonstrated ability to execute and optimize IT Service Management program and services.

  • Five years of public sector supervisor experience in IT business unit

  • ITIL certification

Supplemental Information

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application

process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at or call (303) 764-7900.

(rev. 2/05/2020)

The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.

  • A pre-employment background check will be conducted as part of the selection process.

  • Positions supporting some agencies such as the Department of Corrections and Department of Public Safety will also require a pre-employment drug test.

  • This position may require travel to locations in the metro area periodically, and locations across the state occasionally.

  • This position may require on-call duties as needed by position.

    Although a wide salary range may be posted for this position, the eventual offer letter will be determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.