ITSM Incident Response Analyst
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Job Description
ITSM Incident Response Analyst supporting the Incident Response Management team in incident documentation and service restoration activities. Required strong Service Now skills and relevant experience.
Responsibilities:
- 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 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
Requirements:
- 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
- Bachelor’s degree or technical training in Computer Science, Information Systems Management preferred
- ITIL and Service Now certifications a plus.
- 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
- Self-motivation
- Time management
- Decision-making
- Adaptability
- Accountability
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