PICO Analyst

Requisition Id 14513 

­­Overview:  

We’re hiring a PICO Analyst (Problem, Incident, Change & Operations Analyst) to lead our efforts towards optimizing processes in the IT service lifecycle by integrating the four key functions of problem management, incident process management, change management, and operations analysis. PICO analysts coordinate with several teams driving collaboration, ensuring process compliance and support the overall enhancement of IT performance in a dynamic enterprise environment!

This position resides in the Client Services & Engineering group in the Digital Services division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

Major Duties/Responsibilities: 

Problem Management:

• Lead problem notification efforts in communicating interruptions and outages of IT services to system owners and affected users to increase awareness, promote troubleshooting efforts, and minimize downtime.
• Ensure problems are properly documented in ServiceNow, tracking updated work notes, known errors and workarounds.
• Conduct post-problem Causal Analysis Review meetings for high impact IT issues, maintain Causal Analysis records collection and storage.
• Update and maintain Internal Operating Procedure (IOP) compliance for Problem Management and Lessons Learned.

Incident Process Management:

• Responsible for the full lifecycle of ticket workflows in ServiceNow adhering to ITIL Foundation methodologies. Develop and enforce ticket management processes, escalation procedures, and alignment to SLAs.
• Lead continuous improvements in ticket management processes and communication protocols.
• Collaborate with the Service Desk and support teams to enhance incident resolution times and improve customer satisfaction.
• Generate and analyze metrics using ServiceNow reporting to monitor trends, optimize service performance, identify opportunities for process improvement, and reduce incident volumes.
• Update and maintain Internal Operating Procedure (IOP) compliance for Incident Management and SLA.

Change Management:

• Manage these processes, ensuring changes are accurately documented, categorized, approved, and completed.
• Chair Change Advisory Board (CAB) meetings to review and authorize proposed changes, ensuring compliance with policies.
• Use ServiceNow to assess impact of changes, communication requirements, and schedule overlaps by analyzing change records.
• Collaborate with stakeholders to ensure effective communication, risk assessment, and backup plans are documented for all changes.
• Create, maintain, and publish Change period freeze calendars
• Update and maintain Internal Operating Procedure (IOP) compliance for Change Management and Change Advisory Board Charter.

Operations Analysis:

• Monitor and analyze key performance metrics from ServiceNow and other analytic tools to assess the performance of IT service processes.
• Provide detailed reports and insights to leadership, including incident and problem trends, change success rates, and workflow efficiency.
• Work with multiple teams across the division to identify process inefficiencies and recommend improvements.
• Develop operational dashboards in ServiceNow and PowerBi to track key performance indicators (KPIs) and provide real-time monitoring of IT services.

Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.

Basic Qualifications:

• A BS in computer science, computer engineering, information technology, information systems, science, engineering, business, or a related field of study and a minimum of five (5) to seven (7) years of aligned professional experience is required for consideration. An overall combination of equivalent education and experience may be considered.
• Three (3) or more years of proven experience in IT service management, across PICO related roles and responsibilities.
• Strong expertise in ServiceNow platform and ITIL Foundation frameworks and standard methodologies.
• Strong analytical and problem-solving skills to tackle and resolve sophisticated technical challenges.
• Superb communication and teamwork skills, with a track record of collaborating across diverse IT and operational teams.
• Experience with data analysis and reporting tools (e.g., ServiceNow, PowerBI).

Preferred Qualifications:

• ITIL Foundation certification or other relevant certifications in IT Service Management.
• Experience in large-scale enterprise environments with complex IT systems and large-volume operations.
• Strong organizational skills, with the ability to manage multiple priorities in a dynamic, fast-paced environment.

Special Requirements:  

Visa sponsorship is not available for this position.  

This position requires the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program. 

Benefits at ORNL:

ORNL offers competitive pay and benefits programs to attract and retain dedicated people. The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

Having difficulty using the online application system or need an accommodation to apply due to a disability? Please email: ORNLRecruiting@ornl.gov.

This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email ORNLRecruiting@ornl.gov.

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.