ITSM Incident Response Analyst in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an ITSM Incident Response Analyst in the United States.

This is an excellent opportunity for a detail-oriented IT operations professional to play a critical role in incident response, service restoration, and IT service management within a fast-paced remote environment. In this role, you will support major incident management processes, coordinate technical response activities, and ensure timely resolution of critical IT issues impacting business operations. You will collaborate closely with service desk teams, infrastructure specialists, and business stakeholders to drive efficient communication, incident escalation, and root cause analysis efforts. The position combines operational coordination, ServiceNow administration, reporting, and ITIL-based best practices to improve service reliability and operational performance. Ideal for someone who thrives under pressure and enjoys solving complex technical challenges, this role offers the opportunity to contribute directly to business continuity and IT service excellence. This fully remote contract position provides flexibility while supporting mission-critical technology operations.

• Support and respond to IT incidents in collaboration with Service Desk, Desktop Support, and technical operations teams.
• Coordinate and facilitate major incident response activities, including technical bridge calls, escalation management, and service restoration efforts.
• Ensure accurate and detailed incident documentation, including root cause analysis (RCA), restoration actions, stakeholder communication, and preventative measures.
• Oversee incident lifecycle management processes aligned with ITIL and ITSM best practices to ensure consistency and operational efficiency.
• Lead communication efforts during critical incidents by translating technical information into clear business and executive updates.
• Monitor and manage incident prioritization processes, including P1/P2 incident workflows and SLA adherence.
• Create dashboards, KPI reports, incident trend analysis, and post-incident reporting to support continuous service improvement initiatives.
• Collaborate with technical teams across infrastructure, cloud, networking, and application environments to restore services quickly and effectively.
• Support Problem Management activities by documenting recurring issues, preventative actions, and operational recommendations.
• Utilize ServiceNow and related ITSM tools to manage incidents, reporting, change management workflows, and operational tracking.
• Contribute to automation and process optimization initiatives that improve incident response efficiency and visibility across the organization.

• 3–5 years of experience working within a ServiceNow environment supporting enterprise-scale user environments.
• High school diploma or equivalent required; Bachelor’s degree or technical training in Computer Science, Information Systems, or related field preferred.
• Strong hands-on experience with ServiceNow administration, reporting, dashboards, and user support.
• Experience managing incident escalations, major incidents, and ITSM operational processes in fast-paced environments.
• Familiarity with ITIL frameworks including Incident Management, Major Incident Management, Change Management, and Problem Management.
• ITIL and ServiceNow certifications are highly preferred.
• Strong ability to lead technical bridge calls and coordinate cross-functional incident response activities.
• Experience translating technical issues into executive-level updates and stakeholder communications.
• Knowledge of Windows and Linux server environments, cloud platforms such as AWS or Azure, and networking fundamentals including DNS, VPNs, firewalls, and internet circuits.
• Familiarity with monitoring and observability tools such as Datadog and xMatters.
• Experience with Jira Service Management, SLA reporting, and incident prioritization frameworks is considered an advantage.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Excellent time management, decision-making, adaptability, accountability, and self-motivation skills.
• Ability to work independently in a remote environment while effectively collaborating across technical and business teams.

• Competitive independent contractor compensation ranging from $30 to $39 per hour.
• Fully remote work flexibility within the United States.
• Opportunity to work on enterprise-scale IT operations and incident management initiatives.
• Exposure to modern ITSM platforms, cloud technologies, and infrastructure environments.
• Collaborative and fast-paced technical environment focused on operational excellence.
• Opportunity to strengthen expertise in ServiceNow, ITIL processes, incident management, and service operations.
• Valuable experience supporting mission-critical systems and business continuity efforts.
• Dynamic project environment with opportunities for continuous learning and professional growth.