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We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
ITSM Incident Response Analyst
Location
United States
Posted
103 days ago
Salary
0
No structured requirement data.
Job Description
ITSM Incident Response Analyst
Jobgether
This role provides a critical opportunity to support and enhance IT service operations in a dynamic, high-impact environment. You will serve as a key member of the Incident Response team, managing and resolving incidents while ensuring ITIL-aligned processes are followed. Respond to and manage IT incidents in collaboration with Service Desk and Desktop Support teams. Facilitate triage calls, engage technical resources, and coordinate service restoration activities for critical events. Ensure all incident documentation is accurate, including Root Cause Analysis (RCA) and preventative actions. Maintain ITIL-aligned Incident Management processes and lifecycle consistency across the organization. Document and communicate major incident details, including personnel involvement, actions taken, results, and lessons learned. Generate post-incident reports, monitor incident trends, and develop dashboards or KPIs to support continuous improvement. Collaborate with cross-functional teams to prioritize incidents, resolve issues efficiently, and support Problem Management initiatives.
Job Requirements
- 3–5 years of experience working in a ServiceNow environment supporting large user bases (>1,000 users).
- Strong ServiceNow administration, reporting, and user experience expertise.
- High school diploma or equivalent; bachelor’s degree or technical training in Computer Science, Information Systems, or related field preferred.
- ITIL and ServiceNow certifications are a plus.
- Experience leading technical bridge calls and translating technical updates for executive stakeholders.
- Knowledge of infrastructure, cloud platforms (AWS/Azure), networking fundamentals, application tiers, and monitoring/observability tools.
- Strong organizational, time management, and decision-making skills.
- Ability to work independently, prioritize tasks, and adapt to changing conditions in a fast-paced environment.
- Familiarity with ITSM platforms such as Jira Service Management, SLA management, and incident prioritization frameworks (P1/P2).
Benefits
- Competitive hourly pay: $90–$110/hr (Independent Contract).
- Remote work with no travel requirements.
- Hands-on experience with cutting-edge ITSM tools and incident management practices.
- Opportunity to develop dashboards, KPIs, and automation processes to improve operational efficiency.
- Exposure to cross-functional collaboration and major incident management practices.
- Flexible work environment and the ability to contribute to process improvements.
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