Ticket Manager Jobs in Reston, VA (NOW HIRING)

Are you looking for your next challenge? Are you ready to work with a performance-based small company? At Zantech, we are a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions with a proven track record of outstanding customer performance and high employee satisfaction. We would love to talk with you regarding the next step in your career. Come join our team!

Zantech is looking for a talented Senior Functional Analyst to contribute to the success of our upcoming Technical Infrastructure and Platform Support project for a Remote role based out of Arlington, VA.

The Senior Functional Analyst will play a crucial role in providing:

• Defense Business Systems (DBS) Life Cycle Management, Acquisition, Sustainment, Maintenance and Technical Support
• Functional Analyst Support

The Senior Functional Analyst supports the DLA Disposition Integration Web (DIW) Program by leading incident and service-management, owning tickets end-to-end in ServiceNow (Incident, Change Management, and Configuration/Release Management) from intake through customer closure, and applying solution engineering and code-level awareness to resolve complex, escalated issues. This role also mentors the Mid-Level Functional Analyst, helps triage and prioritize the current ticket backlog, and translates business and mission requirements into testable functional specifications across the DIW application suite (RTD Web, RTD Mobile Photo App, Compliance Suite, ETID, and related systems).

Impact: Provides senior-level ownership that drives down the open ticket backlog quickly while keeping DIW releases on schedule and mission-ready for DLA Disposition Services.   

Responsibilities include, but will not be limited to:

• Own assigned incidents end-to-end in ServiceNow: receive and log the ticket, research and troubleshoot, document findings, propose a resolution, coordinate with the tech team to implement it, test the fix, support deployment, and follow up with the customer to confirm resolution and close the ticket
• Manage tickets across ServiceNow's Incident, Change Management, and Configuration/Release Management modules
• Lead investigation and solution engineering on complex or escalated tickets, applying awareness of the underlying application code and logic
• Help triage and prioritize the existing ticket backlog and drive measurable reduction in open tickets
• Mentor and provide technical direction to the Mid-Level Functional Analyst on ticket investigations and tasks
• Analyze user needs to determine functional and cross-functional requirements; perform functional allocation and identify resources required for each task
• Participate in WBS/POA&M development and execution; meet or exceed assigned completion dates unless a deviation is approved by the DLA Government project manager
• Perform initial component/module testing and implementation, upgrade and enhancement testing, and capacity, interface, and site expansion testing prior to go-live
• Perform performance, regression, stress, and integration testing; document and report results as required by the PMO
• Develop Test Plans based on the test environment, mapped to government-approved Functional Specifications, covering positive and negative conditions, error handling, and performance stress testing
• Assist the Government in updating and maintaining Functional Specifications (FS) using Agency documentation templates and standard naming conventions
• Assist the Government PMO with Configuration Management: planning, documenting, implementing, executing, and monitoring CM processes, and support Configuration Control Boards (CCBs)
• Gather functional, technical, and interface requirements and ensure requirement changes are reflected in final design documentation
• Support cost estimating processes by verifying and analyzing customer requirement requests
• Recommend application performance improvements
• Coordinate with system/database administrators to resolve production and sustainment operational issues; respond to production issues and assist in initiating recovery or restart of services

Required Experience or Knowledge of the following technologies/functions:

• 8+ years of relevant functional/business analysis and IT service management experience, including incident/problem management and solution engineering.
• Skills Required:
• Ownership of the full incident/ticket lifecycle in ServiceNow: intake, research and troubleshooting, documentation, proposed resolution, coordination with the tech team, testing, deployment support, and customer follow-up/closure
• ServiceNow ticket management across Incident, Change Management, and Configuration/Release Management modules
• Root-cause investigation of user-reported functionality issues, with strong troubleshooting technique
• Solution engineering, with working awareness of the underlying application/code logic to inform tech-team handoffs
• Ability to triage and prioritize a backlog of open tickets and drive them to closure
• Ability to lead and mentor a mid-level analyst on complex or escalated investigations
• Work Breakdown Structure (WBS) / POA&M development, tracking, and on-time execution
• Software testing: component/module, upgrade and enhancement, capacity, interface, performance, regression, stress, and integration testing
• Test Plan development mapped to government-approved Functional Specifications, including positive/negative conditions and error handling
• Functional Specifications (FS) documentation using Agency templates and standard naming conventions
• Configuration Management support, including CM planning documentation and participation in Configuration Control Boards (CCBs)
• Requirements gathering (functional, technical, interface) and design documentation traceability
• Cost estimating support: verifying and analyzing customer requirement requests
• Strong written and verbal communication with Government PMO stakeholders and end users

Required Education/Certifications:

• Education Required:
  • Bachelor's degree (BA/BS) with 8+ years of relevant experience
• Education Preferred:
• Bachelor's degree in Business Administration, Information Systems, or a related field
  • ITIL 4 Foundation or higher
• ServiceNow Certified System Administrator (CSA)
• CBAP (Certified Business Analysis Professional)

• Certifications Required:
• None specified
• Certifications Preferred:

Required Security Clearance:

• US Citizenship and the ability to obtain and maintain an active Secret or higher clearance, per contract requirements.

Outstanding PerformanceAlways!

Our corporate motto represents our commitment to build long-term relationships with both our clients and our employees by providing the highest quality service in everything we do. We strive for excellence for our clients and for each other. We embrace the opportunity to hire individuals with new talents and fresh perspectives. Zantech offers competitive compensation, strong benefits, and a vacation package, as well as a fast-paced and exciting work environment. Come join our team!