ITSM Incident Response Analyst

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

The ideal candidate would have strong Service Now skills in administration, report generation and operations. Experience in managing incident escalations and response. ITIL and ITSM certifications a plus., + 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

Preferred Qualifications:

• Bachelor’s degree or technical training in Computer Science, Information Systems Management preferred

• ITIL and Service Now certifications a plus.

Skills needed:

• Self starter

• Service Now administration, reporting and user experience required.

• Leadership Skills:

• Leading technical bridge calls

• Translating technical language into executive updates

• Driving root cause analysis (RCA) documentation

• Automation & Reporting

• 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

• Soft Skills

• Self-motivation

• Time management

• Decision-making

• Adaptability

• Accountability