Ticket Operations Associate Jobs in Kentucky (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.

The Junior CIC Analyst supports 24x7 Command and Incident Center operations by executing routine service requests, performing basic break/fix activities, and assisting with Tier 1 incident management. Working under the guidance of senior analysts and shift leads, the role focuses on monitoring operational health, maintaining accurate ServiceNow records, producing SITREPs and status updates, and supporting incident coordination and executive communications. This position requires strong attention to detail, the ability to follow established runbooks and SOPs, and comfort operating in a fast‑paced, high‑visibility enterprise or federal IT operations environment.

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 is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS217, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

- Provide operational support within the Command and Incident Center (CIC) by executing routine service requests and low-risk changes.

- Perform break/fix activities, including server reboots, switch resets, and clearing technical blockers to restore services and maintain operational continuity.

- Support incident management activities as a Critical Incident Analyst (Tier 1), assisting with monitoring, ticket updates, and coordination during active incidents.

- Generate and distribute situation reports (SITREPs), operating posture updates, and ServiceNow-based reporting to support situational awareness.

- Assist in preparing executive-level communications by compiling accurate operational data and incident summaries.

- Maintain and update incident and service request records in ServiceNow, ensuring completeness, accuracy, and timeliness of documentation.

- Support continuous monitoring activities and assist in identifying and escalating issues based on defined thresholds and procedures.

- Collaborate with CIC Analysts, Shift Leads, and engineering teams to resolve technical issues and remove operational blockers.

- Contribute to stable, continuous operations by supporting core teams, enabling focus on higher-priority engineering and mission-critical initiatives.

Job-Specific Minimum Requirements

- 1+ years of experience in IT support, help desk, or operations support roles.

- Demonstrated experience supporting IT operations, help desk, or service desk functions in an enterprise environment.

- Hands-on experience executing basic system administration tasks (e.g., server reboots, network device resets, break/fix support).

- Experience using ITSM tools (e.g., ServiceNow) for ticket creation, updates, and tracking.

- Ability to follow standard operating procedures (SOPs) to execute low-risk changes and resolve issues.

- Experience supporting incident monitoring and ticket management activities.

- Ability to create and maintain operational reports and status updates (e.g., SITREPs).

- Strong attention to detail with ability to maintain accurate documentation and records.

- Ability to operate in a shift-based or 24/7 operations environment.

- 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.

- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Preferred Skills and Qualifications:

- Experience supporting federal government environments.

- Familiarity with incident management and ITIL processes.

- Experience working in NOC, SOC, or Command Center environments.

- Exposure to cloud environments (AWS/Azure) and monitoring tools.

- Familiarity with automation or AI-assisted tools for documentation and operational efficiency.

- Strong attention to detail and ability to follow structured procedures.

- Effective communication skills for coordinating with technical teams and stakeholders.

- Ability to work in a fast-paced, high-visibility operational environment.

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Minimum Requirements

TCS217, T1, Band 4

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 .