IT Solution Analyst

IT Solution Analyst

Location: Denver, CO

Onsite Flexibility: Hybrid Standard expectation is onsite Tuesday Thursday within Xcel territory; some shifts may be primarily remote

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $65.00 $70.00 / Hour (USD)
• Shift / Schedule: Three available shifts covering 24/7 operations:

- Shift 5 Wed Sat: 6:00 AM 4:00 PM (Sunday, Monday, Tuesday off) - Shift 6 Wed Sat: 2:00 PM 12:00 AM (Sunday, Monday, Tuesday off) - Shift 8 Mon Thu: 8:00 AM 6:00 PM (Friday, Saturday, Sunday off) - *Despite which shift you choose, you may still be required to cover those on other shifts*

• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

Earlier this year, Incident Management and Change Management were merged into a new Service Availability Lead function. The team is responsible for change, risk, and incident management to support 24x7 network operations. Three contractors are being added to address bandwidth and coverage gaps.

The Service Availability & Change Management Lead is responsible for ensuring the reliability, availability, resilience, and successful adoption of critical business and technology services. This role combines Service Availability Management, Organizational Change Management, Major Incident Management, and Continuous Improvement practices to minimize service disruptions, improve employee adoption of change, and deliver sustainable business outcomes. The position serves as a trusted advisor to business and technology leaders, ensuring operational excellence while enabling successful transformation initiatives.

The ideal candidate has experience in network operations, incident management, and change management, can confidently challenge risks, communicate with senior leaders, operate effectively under pressure, and rapidly adapt to evolving processes.

Key Responsibilities

Typical Day

• Review and scrub ServiceNow change requests
• Lead CAB and Technical CAB calls
• Assess risk and approve changes
• Support incident management activities
• Guide Technical Operations Center technicians
• Communicate with business stakeholders
• Coordinate remediation during outages
• Approximately 70% change/risk management and 30% incident management

Ramp-Up Expectations

• Weeks 1 2: Training, shadowing, and access setup
• End of Month 1: Attending CAB, TCAB, carrier maintenance, and incident calls
• By Month 2: Independently approving changes and potentially leading calls

Service Availability & Reliability

• Lead enterprise Service Availability Management practices and ensure critical services meet availability, reliability, and performance targets
• Monitor service health, trends, risks, and recurring issues through proactive event and performance monitoring
• Drive Major Incident, Problem Management, Root Cause Analysis (RCA), and service restoration activities
• Coordinate disaster recovery, resiliency planning, and business continuity readiness efforts

Change Management & Adoption

• Lead organizational change activities supporting Network technology, operational, process, and business transformation initiatives
• Develop stakeholder engagement, communication, training, and adoption strategies to ensure successful implementation of change
• Conduct change impact assessments and readiness evaluations across business units
• Measure adoption, utilization, and business outcomes to ensure sustained value realization

Governance & Continuous Improvement

• Define and maintain service and change management standards, policies, and governance practices
• Lead service reviews and continuous improvement initiatives to improve customer experience and operational performance
• Provide executive reporting on service reliability, operational risk, availability metrics, and change adoption outcomes

Stakeholder Engagement

The Service Availability & Change Management Lead regularly collaborates with:

• Executive Leadership Team
• IT Infrastructure & Operations
• Network Operations Center (NOC)
• Cybersecurity Teams
• Enterprise Architecture
• Application Support & Development Teams
• Telecommunications Engineering
• Operational Technology (OT) Teams
• PMO and Program Managers
• Business Unit Leaders
• Training & Communications Teams
• Vendor and Managed Service Providers
• Regulatory & Compliance Teams
• Business Continuity and Disaster Recovery Teams

Success Measures

• Achievement of service availability and reliability targets
• Reduction in recurring incidents and service disruptions
• Successful adoption of business and technology changes
• Improved stakeholder satisfaction and customer experience
• Strong executive visibility through meaningful operational and adoption reporting
• Delivery of sustainable business outcomes through proactive service and change management

Required Skills

• Strong change management, risk management, and incident management experience
• Ability to understand technical network risks, change approvals, peer reviews, backout plans, and incident response
• Confident communicator capable of leading large CAB calls and incident bridges
• Quick thinker with strong initiative, adaptability, urgency, and resilience
• Comfortable working in a fast-paced operations environment with multiple stakeholders and dependencies
• Strong knowledge of ITIL, Service Availability, Incident, Problem, and Change Management practices
• Excellent leadership, communication, stakeholder management, and analytical skills
• Experience leading enterprise-wide operational and technology initiatives

Core Competencies

• Service Availability Management
• Organizational Change Management
• Stakeholder Engagement
• Executive Communications
• Major Incident Management
• Problem Management
• Root Cause Analysis
• Business Transformation
• Training & Adoption
• Continuous Improvement
• Vendor Management
• Risk & Compliance Management
• Strategic Leadership

Tools & Technologies IT Service Management

• ServiceNow
• Jira
• ITIL Framework

Tools & Technologies Monitoring & Event Management

• Spectrum
• SolarWinds
• Splunk
• Dynatrace
• AppDynamics
• LogicMonitor
• ThousandEyes

Tools & Technologies Collaboration & Reporting

• Microsoft 365
• Microsoft Teams
• SharePoint
• Power BI
• Visio
• Excel
• PowerPoint

Tools & Technologies Change Management

• Prosci Methodology
• ADKAR Framework
• Change Impact Assessment Tools
• Stakeholder Analysis Tools
• Communication and Training Platforms

Tools & Technologies Infrastructure & Operations

• Cisco Networking
• Fortinet
• Check Point
• Cloud Platforms (Azure/AWS)
• SCADA / Operational Technology Environments
• Disaster Recovery & Business Continuity Platforms

Preferred Skills

• 5 10 years of experience preferred; exceptional candidates with 3 4 years may be considered
• Network operations or NOC experience strongly preferred
• ITIL certification/training preferred
• Remedy (preferred/legacy environments)

Education Requirements

• Bachelor's degree in Information Technology, Engineering, Business Administration, Organizational Development, or related field
• 7 years of experience in Service Management, IT Operations, Organizational Change Management, or Business Transformation

Required Experience

• 7 years of experience in Service Management, IT Operations, Organizational Change Management, or Business Transformation
• Experience leading enterprise-wide operational and technology initiatives

Work Environment / Physical Requirements

• Hybrid within Xcel territory; standard expectation is onsite Tuesday Thursday, although some shifts may primarily be remote
• Position supports 24x7 operations with fixed shifts and flexibility to cover similar shifts when needed
• Highly collaborative role requiring constant interaction across many upstream and downstream teams
• Resources support five existing Service Availability Leads, Technical Operations Center staff, engineers, project managers, business stakeholders, and vendors

Important Notes

• One panel Teams interview with Larry Lee, leadership, process owners, and a current Service Availability Lead; resumes will be reviewed immediately with interviews targeted to begin October 1
• High likelihood of extension and potential conversion due to long-term business need, visibility of the role, and ongoing operational demand
• Please include your shift preference and location on your resume
• Red Flags (screening criteria): Frequent job hopping (less than a year per role); significant recent employment gaps; inability to clearly speak to experience listed on resume; misrepresentation of responsibilities or level of ownership

About the Client

This client is a major U.S. electric and natural gas utility serving more than 3.7 million electric customers and 2.1 million natural gas customers across eight states Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota, New Mexico, and Texas making it one of the nation's leading energy providers. The organization is actively investing in the clean energy transition, expanding renewable generation and grid modernization across its service territory, offering meaningful work that directly supports infrastructure millions of people and businesses depend on every day. Teams here span electrical and civil engineers, grid operations specialists, environmental scientists, IT and cybersecurity professionals, and finance and regulatory analysts, supported by a culture recognized for inclusion and respect including a perfect Corporate Equality Index score from the Human Rights Campaign for multiple consecutive years.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-14268 Industry: Data & Analytics

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