ITSM Incident Response Analyst

Jobgether • United States

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

ITSM Incident Response Analyst responsible for supporting major incident management processes, coordinating technical response activities, and ensuring timely resolution of critical IT issues. This role combines operational coordination, ServiceNow administration, reporting, and ITIL-based best practices to improve service reliability and operational performance. Ideal for detail-oriented IT operations professionals who thrive under pressure and enjoy solving complex technical challenges.

Key Highlights

Support and respond to IT incidents in collaboration with Service Desk, Desktop Support, and technical operations teams

Coordinate and facilitate major incident response activities, including technical bridge calls, escalation management, and service restoration efforts

Lead communication efforts during critical incidents by translating technical information into clear business and executive updates

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Key Responsibilities

Support and respond to IT incidents in collaboration with Service Desk, Desktop Support, and technical operations teams

Coordinate and facilitate major incident response activities, including technical bridge calls, escalation management, and service restoration efforts

Ensure accurate and detailed incident documentation, including root cause analysis (RCA), restoration actions, stakeholder communication, and preventative measures

Oversee incident lifecycle management processes aligned with ITIL and ITSM best practices to ensure consistency and operational efficiency

Lead communication efforts during critical incidents by translating technical information into clear business and executive updates

Monitor and manage incident prioritization processes, including P1/P2 incident workflows and SLA adherence

Create dashboards, KPI reports, incident trend analysis, and post-incident reporting to support continuous service improvement initiatives

Technical Skills Required

ServiceNow administration ServiceNow reporting ServiceNow dashboards Windows server environments Linux server environments AWS Azure DNS VPNs firewalls internet circuits Datadog xMatters Jira Service Management SLA reporting incident prioritization frameworks

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Benefits & Perks

Competitive independent contractor compensation

Fully remote work flexibility within the United States

Opportunity to work on enterprise-scale IT operations and incident management initiatives

Job Description

This is an excellent opportunity for a detail-oriented IT operations professional to play a critical role in incident response, service restoration, and IT service management within a fast-paced remote environment. In this role, you will support major incident management processes, coordinate technical response activities, and ensure timely resolution of critical IT issues impacting business operations. You will collaborate closely with service desk teams, infrastructure specialists, and business stakeholders to drive efficient communication, incident escalation, and root cause analysis efforts. The position combines operational coordination, ServiceNow administration, reporting, and ITIL-based best practices to improve service reliability and operational performance. Ideal for someone who thrives under pressure and enjoys solving complex technical challenges, this role offers the opportunity to contribute directly to business continuity and IT service excellence. This fully remote contract position provides flexibility while supporting mission-critical technology operations.

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