ZipRecruiter

Log In

2

Remote Itsm Analyst Jobs in Baltimore, MD (NOW HIRING)

All JobsItsm Analyst JobsRemote Itsm Analyst JobsRemote Itsm Analyst Jobs in Baltimore, MD

Remote Itsm Analyst information

See Baltimore, MD salary details

$29.3K

$71.1K

$122.2K

How much do remote itsm analyst jobs pay per year?

As of Aug 24, 2026, the average yearly pay for remote itsm analyst in Baltimore, MD is $71,056.00, according to ZipRecruiter salary data. Most workers in this role earn between $54,200.00 and $78,500.00 per year, depending on experience, location, and employer.

What is a Remote ITSM Analyst?

A Remote ITSM (Information Technology Service Management) Analyst is a professional who manages and improves IT services for an organization while working from a remote location. Their responsibilities include monitoring IT service processes, handling incident and request management, ensuring compliance with service-level agreements, and analyzing service performance data. They use ITSM tools to streamline workflows, resolve technical issues, and support overall IT service delivery. By working remotely, they leverage digital communication and collaboration platforms to interact with team members and stakeholders.

What are the key skills and qualifications needed to thrive as a Remote ITSM Analyst?

To thrive as a Remote ITSM Analyst, you need a solid understanding of IT service management principles, incident and problem management, and typically a degree in information technology or a related field. Familiarity with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management, as well as ITIL certification, is highly valued. Strong analytical thinking, communication, and problem-solving skills are crucial for collaborating remotely and resolving technical issues efficiently. These skills ensure seamless IT operations, high user satisfaction, and effective service delivery in distributed work environments.

What are some common challenges faced by Remote ITSM Analysts, and how can they be managed effectively?

Remote ITSM Analysts often encounter challenges such as coordinating across time zones, maintaining clear communication with distributed teams, and ensuring prompt incident resolution without being physically present. To manage these effectively, it's important to leverage collaboration tools, establish clear protocols for ticket escalation, and maintain proactive communication with both technical teams and end users. Building strong relationships with colleagues and consistently documenting processes can also help overcome the challenges of remote work and ensure seamless IT service management.

What are popular job titles related to Remote Itsm Analyst jobs in Baltimore, MD?

For Remote Itsm Analyst jobs in Baltimore, MD, the most frequently searched job titles are:

What job categories do people searching Remote Itsm Analyst jobs in Baltimore, MD look for?

The top searched job categories for Remote Itsm Analyst jobs in Baltimore, MD are:

What cities near Baltimore, MD are hiring for Remote Itsm Analyst jobs?

Cities near Baltimore, MD with the most Remote Itsm Analyst job openings:

Remote Itsm Analyst jobs near you

Marketplace Domain Subject Matter Expert (SME)

Computer World Services

Baltimore, MD • Remote

Full-time

Re-posted 28 days ago

Job description

CWS is pursuing the CMS Marketplace Service Desk (MSD) opportunity. The MSD supports the Center for Consumer Information and Insurance Oversight (CCIIO) by providing technical assistance to issuers, agents and brokers, Application Development Organizations (ADOs), state agencies, and other Affordable Care Act (ACA) Marketplace stakeholders. 

The Marketplace Domain SME is a key position responsible for providing deep subject matter expertise in the ACA Health Insurance Marketplace, Qualified Health Plan (QHP) certification, and CCIIO program operations. This individual will serve as the resident domain authority for our MSD team - ensuring service desk operations, knowledge management content, training curricula, and stakeholder communications reflect accurate, current Marketplace policy and regulatory knowledge. 

Key Tasks & Responsibilities

Marketplace Domain Expertise and Advisory 

  • Serve as the MSD team's primary subject matter authority on ACA/ Patient Protection and ACA (PPACA) policy, regulation, and CCIIO program operations 

  • Monitor and interpret annual Notice of Benefit and Payment Parameters (NBPP), plan year guidance, and CCIIO policy updates; brief operations staff on changes affecting MSD scope 

  • Provide expert guidance on QHP certification cycle requirements, issuer obligations, and CMS-issuer relationship management 

  • Support Tier 2 and Tier 3 escalation resolution for complex policy, regulatory, and plan management inquiries 

Knowledge Management 

  • Lead development and maintenance of the MSD knowledge base, ensuring accuracy and currency of articles and related materials 

  • Author and review Tier 1-3 resolution guides, Standard Operating Procedures (SOP), and escalation playbooks for Marketplace-specific issue categories 

  • Ensure knowledge base content reflects current plan year policies, system changes, and issuer/agent-broker guidance 

  • Coordinate with AI/automation tools team to ensure triage bots and self-service content accurately reflect current Marketplace guidance 

Training and Staff Development 

  • Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts onboarding and annually for plan year refreshers and surge-readiness training materials 

Stakeholder and Account Management Support 

  • Support Account Manager in issuer communications, onboarding, and annual QHP certification cycle outreach 

  • Contribute domain expertise to CMS-facing deliverables including monthly reports, escalation summaries, and continuous improvement recommendations 

  • Assist in preparing CMS briefings on Marketplace issue trends, emerging policy questions, and stakeholder feedback patterns 

Education & Experience
Education
  • Bachelor's degree required in health policy, public administration, public health, business administration, information technology, or a related field 

Experience 

  • Minimum 5 years of direct experience supporting CMS CCIIO Marketplace operations, QHP certification, issuer relations, or ACA plan management 

  • Direct experience on the CMS Marketplace Service Desk (MSD) or a closely adjacent CCIIO program  

  • Demonstrated expertise in QHP certification processes, including HIOS/MPMS submission workflows, plan management requirements, and issuer compliance obligations 

  • Experience developing or maintaining knowledge management content, SOPs, or training materials in a federal help desk or program support environment 

  • Excellent written and verbal communication skills; experience preparing federal deliverables, briefings, or policy documents 

Technical Knowledge 

  • In-depth knowledge of HIOS (Health Insurance Oversight System), MPMS (Marketplace Plan Management System), and/or SERFF as used in the QHP certification process 

  • Familiarity with CMS Marketplace Quality Initiatives: Quality Rating System (QRS), QHP Enrollee Survey, and Quality Improvement Strategy (QIS) 

  • Working knowledge of ACA/PPACA statute, associated federal regulations, and annual CCIIO guidance documents 

  • Understanding of CCIIO stakeholder ecosystem  

Preferred Qualifications 

  • Prior key personnel designation on a CMS or federal health IT service desk contract 

  • Experience with ITSM platforms (ServiceNow or equivalent) in a federal service desk environment 

  • Experience with AI-assisted knowledge management tools or chatbot/virtual agent content development 

  • Established relationships within the CCIIO/Marketplace contractor or federal program community 

Certifications
  • PMP, ITIL Foundation, or equivalent project/service management certification preferred 
Security Clearance
  • Must be able to obtain a federal Public Trust, Moderate Background Investigation (MBI), or higher clearance 
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

  • Remote / Telework with occasional work at CMS CCIIO (Baltimore, MD) 

  • Ability to work Eastern Time Zone hours, including flexible scheduling during open enrollment surge periods (October-January) 

  • Potential travel for meetings to locations throughout Baltimore, MD and/or Washington, DC areas 

$145,000 - $205,000 a year

The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position. 

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
apply for this job

Apply