ITSM Incident Response Analyst

Quarterhill • UNAVAILABLE, UNAVAILABLE

8d • Remote

About The Position

This role serves as a member of the ITSM Service Now Incident Response team, providing support as an Analyst for the Incident Response Management team. The analyst will support and respond to incidents in collaboration with the Service Desk and Desktop support teams. Key responsibilities include overseeing incident documentation for accuracy in Root Cause Analysis (RCA), undertaking immediate efforts to restore failed IT applications, and assisting with managing critical events. This involves facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating relevant details to key business and client stakeholders. The role also ensures adherence to ITIL-aligned Incident Management processes for consistent event management throughout the organization and the Incident lifecycle. Additionally, the analyst will document all details related to Major Incidents, including persons and teams engaged, service restoration activities, associated results, root cause results, and preventative action items for Problem Management.

Requirements

• Strong Service Now skills in administration, report generation and operations
• Experience in managing incident escalations and response
• 3-5 years experience working in a Service Now environment supporting > 1000 users
• High school diploma or equivalent and/or 8 years of equivalent work experience
• Service Now administration, reporting and user experience required
• Leading technical bridge calls
• Translating technical language into executive updates
• Driving root cause analysis (RCA) documentation
• Creating dashboards and KPI’s
• Incident trend analysis
• Post-incident reporting
• Basic Infrastructure & Architecture Knowledge
• Window/Linux server environments
• Cloud Platforms (AWS/Azure)
• Network Fundamentals (DNS, VPN, Firewalls, internet circuits)
• Application tiers (web, app, database)
• Email relay and message systems
• Monitoring & Observability Tools
• Datadog and X-Matters
• ITSM Platform Experience
• ServiceNow (incident, problem, change management modules)
• Jira Service Management
• SLA management & reporting
• Incident prioritization (P1/P2 frameworks)
• ITIL Process Experience
• Incident Management
• Major Incident Management
• Change Management
• Problem Management
• Self-motivation
• Time management
• Decision-making
• Adaptability
• Accountability

Nice To Haves

• ITIL and ITSM certifications a plus
• Bachelor’s degree or technical training in Computer Science, Information Systems Management preferred
• ITIL and Service Now certifications a plus

Responsibilities

• Serve as a member of the ITSM Service Now Incident Response team as an Analyst supporting the Incident Response Management team
• Support and respond to incidents working with the the Service Desk and Desktop support teams
• Oversee incident documentation, ensuring accuracy within RCA (Root cause analysis) and undertake an immediate effort to restore a failed IT application
• Assist with managing critical events, which includes; facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders
• Ensuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle
• Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED