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

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

ITSM Incident Response Analyst

Key skills