What is the role of a ITSM Incident Response Analyst at Jobgether?

The ITSM Incident Response Analyst position at Jobgether is a Full-time or part-time position opportunity in the Human Resources field.

Where is this ITSM Incident Response Analyst job located?

United States, Other / Non-US, United States

What type of employment is offered for this ITSM Incident Response Analyst role?

Full-time or part-time position

What is the expected salary for this ITSM Incident Response Analyst job?

Compensation will be discussed during the hiring process.

How can I apply for the ITSM Incident Response Analyst position at Jobgether?

You can apply directly through the application link provided.

ITSM Incident Response Analyst at Jobgether

ITSM Incident Response Analyst

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.

Accountabilities:

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.

Requirements:

35 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; bachelors 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).

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.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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ITSM Incident Response Analyst at Jobgether – United States

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