ITSM Incident Response Analyst

Jobgether

3d • $90 - $110 • Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an ITSM Incident Response Analyst in United States.
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. The position requires hands-on experience with ServiceNow, strong communication skills, and the ability to coordinate across technical and business teams. You will facilitate triage calls, document major incidents, track root causes, and drive post-incident reporting and process improvement. This role is ideal for a proactive, self-motivated professional who enjoys solving technical challenges and contributing to seamless IT operations. The environment is collaborative, fast-paced, and focused on delivering measurable impact to the organization.

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).

Nice To Haves

• ITIL and ServiceNow certifications are a plus.
• High school diploma or equivalent; bachelor’s degree or technical training in Computer Science, Information Systems, or related field preferred.

Responsibilities

• 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.

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.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED