ITSM Incident Response Analyst

Cayuse Holdings • ,

2d • $30 - $39 • Remote

About The Position

This role serves as a member of the ITSM Service Now Incident Response team, supporting 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), restoring failed IT applications, and managing critical events. This involves facilitating triage calls, coordinating service restoration, and communicating with stakeholders. The role ensures adherence to ITIL-aligned Incident Management processes for consistent event management and incident lifecycle management. Documentation of Major Incidents, including involved parties, restoration activities, results, root causes, and preventative actions for Problem Management, is also a critical function.

Requirements

• 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
• 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
• Datadog and X-Matters
• ServiceNow (incident, problem, change management modules)
• Jira Service Management
• SLA management & reporting
• Incident prioritization (P1/P2 frameworks)
• Incident Management
• Major Incident Management
• Change Management
• Problem Management
• Self-motivation
• Time management
• Decision-making
• Adaptability
• Accountability

Nice To Haves

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

Responsibilities

• 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