ITSM Incident Response Analyst

OverviewJobTitle: ITSM Incident Response AnalystLocation: RemoteType: Independent Contract - Corp to Corp/1099StartDate: ASAPPay Rate: $30-39/hr (Independent Contract)Contract Length: 3 months - May 15 - August 31Travel: NoneResponsibilitiesServe 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 teamsOversee incident documentation, ensuring accuracy within RCA (Root cause analysis) and undertake an immediate effort to restore a failed IT applicationAssist 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 stakeholdersEnsuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycleDocumenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem ManagementQualificationsThe 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.Minimum Qualifications:3-5 years experience working in a Service Now environment supporting > 1000 usersHigh school diploma or equivalent and/or 8 years of equivalent work experiencePreferred Qualifications:Bachelor's degree or technical training in Computer Science, Information Systems Management preferredITIL and Service Now certifications a plus.Skills needed:Self starterService Now administration, reporting and user experience required.Leadership Skills:Leading technical bridge callsTranslating technical language into executive updatesDriving root cause analysis (RCA) documentationAutomation & ReportingCreating dashboards and KPI'sIncident trend analysisPost-incident reportingBasic Infrastructure & Architecture KnowledgeWindow/Linux server environmentsCloud Platforms (AWS/Azure)Network Fundamentals (DNS, VPN, Firewalls, internet circuits)Application tiers (web, app, database)Email relay and message systemsMonitoring & Observability ToolsDatadog and X-MattersITSM Platform ExperienceServiceNow (incident, problem, change management modules)Jira Service ManagementSLA management & reportingIncident prioritization (P1/P2 frameworks)ITIL Process ExperienceIncident ManagementMajor Incident ManagementChange ManagementProblem ManagementSoft SkillsSelf-motivationTime managementDecision-makingAdaptabilityAccountabilityOther Duties:Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.Pay RangeUSD $30.00 - USD $39.00 /Hr.Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/3419/itsm-incident-response-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834356743)Can't find the right opportunity?Join ourTalent Community (https://join.cayuseholdings.com/join/talentcommunity/form) orLanguage Services Talent Community (https://join.cayuseholdings.com/ls/talentcommunity/form) and be among the first to discover exciting new possibilities!LocationUS-ID2026-3419CategoryInformation TechnologyPosition TypeIndependent ContractorRemoteYesClearance RequiredNone