Remote Itsm Analyst Jobs in Rochester, NY (NOW HIRING)

Description & Requirements

Maximus is a trusted federal partner supporting mission‑critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence, and a commitment to mission success for our customers.

Joining Maximus means becoming part of a collaborative, mission‑driven organization where teamwork, accountability, and professional growth are core to how we operate. We invest in our workforce through training, education, and career development, empowering professionals to deliver high‑impact solutions while contributing to outcomes that matter at a national scale.

This position is contingent upon contract award and position availability. Selected candidates will receive a contingent offer of employment, which will become final only upon successful contract award to Maximus, availability of the position, and receipt of authorization to proceed.

Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship. This role is remote.

The Risk, Quality, and Performance Analyst serves as the Risk, Quality, and Performance Analyst supporting an enterprise IT services contract. This role is responsible for monitoring and reporting on service quality, performance metrics, and risk management activities to ensure compliance with contract requirements and federal standards. The analyst supports continuous improvement initiatives, validates deliverables and operational processes, and contributes to performance reviews, SLA tracking, and governance reporting. The position also provides backup support for onboarding and administrative compliance functions as required by the contract.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS015, P3, Band 6

Job-Specific Essential Duties and Responsibilities:

- Serve as the Risk, Quality, and Performance Analyst, ensuring compliance with service quality, performance metrics, and governance requirements.

- Develop, monitor, and report on performance metrics, KPIs, and SLAs, supporting continuous service improvement and operational transparency.

- Conduct quality assurance reviews of operational processes, deliverables, and reporting artifacts to ensure alignment with agency standards and federal best practices.

- Support risk identification, tracking, and mitigation activities, including operational risks, compliance risks, and performance risks across functional areas.

- Assist with audit readiness, process documentation, and quality controls, ensuring artifacts meet agency and federal oversight expectations.

- Coordinate with program management, operations, and cybersecurity teams to support service reviews, performance reporting, and corrective action plans.

- Provide support for onboarding, administrative, and compliance functions, including documentation tracking, training verification, and access readiness as required.

Job-Specific Minimum Requirements:

- Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship.

- Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related field.

- 5+ years of experience in quality assurance, performance management, risk management, or IT service management in a federal or enterprise IT environment.

- Demonstrated experience performing quality assurance, performance analysis, or risk management functions in a federal or enterprise IT environment, including validation of deliverables, processes, and reporting artifacts.

- Proven ability to develop, monitor, and report Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and performance metrics in support of continuous service improvement.

- Experience supporting risk identification, tracking, mitigation, and reporting, including maintenance of risk registers and corrective action plans.

- Knowledge of IT Service Management (ITSM) concepts and operational governance, including quality controls, performance reviews, and compliance monitoring.

- Ability to review, assess, and validate documentation for accuracy, completeness, and compliance with federal standards, policies, and contract requirements.

- Experience producing clear, accurate written reports and briefings for program management and government stakeholders.

- Familiarity with federal information security and compliance environments, sufficient to support quality and performance oversight activities.

Preferred Skills and Qualifications:

- Knowledge of IT Service Management (ITSM), SLA monitoring, and performance reporting frameworks.

- Familiarity with ServiceNow, SharePoint, or similar enterprise reporting and workflow tools.

- Experience supporting risk registers, quality management plans, and continuous improvement initiatives.

- Strong written and verbal communication skills for executive‑level reporting and stakeholder coordination.

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Minimum Requirements

TCS015, P3, Band 6

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EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com .