ITSM Incident Response Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a member of the ITSM Service Now Incident Response team in the role of an Analyst, providing support to the Incident Response Management team.

• Engage in incident support and response, collaborating with the Service Desk and Desktop support teams.

• Manage incident documentation, ensuring precision within Root Cause Analysis (RCA) and actively working to restore any failed IT application.

• Assist in managing critical events by facilitating triage calls, involving technical support teams, coordinating service restoration efforts, and communicating all pertinent details to key business and client stakeholders.

• Ensure adherence to ITIL-aligned Incident Management processes to maintain consistency in event management throughout the organization and across the Incident lifecycle.

• Record all information related to Major Incidents, including involved individuals and teams, service restoration actions, outcomes, root cause findings, and preventative measures for Problem Management.

⛳️ Requirements

• 3-5 years of experience in a Service Now environment supporting over 1000 users.

• A high school diploma or equivalent, and/or 8 years of related work experience.

• A Bachelor’s degree or technical training in Computer Science or Information Systems Management is preferred.

• ITIL and Service Now certifications are advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive work environment.