[Remote] ITSM Incident Response Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an reputed company company seeking an ITSM Incident Response Analyst to support their Incident Response Management team. The role involves overseeing incident documentation, managing critical events, and ensuring ITIL reputed company processes are followed throughout the organization. Responsibilities • Support and respond to incidents working with the the Service Desk and Desktop support teams • reputed company incident documentation, ensuring accuracy reputed company RCA (reputed company 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 reputed company relevant details to key business and reputed company stakeholders • Ensuring that our ITIL reputed company Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle • Documenting reputed company details reputed company to Major Incidents; persons & teams reputed company, service restoration activities, associated results, reputed company cause results, preventative reputed company items, for Problem Management Skills • 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 • Self starter • Service Now administration, reporting and user experience required • Leading technical reputed company calls • Translating technical language into executive updates • Driving reputed company 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 • reputed company Platforms (AWS/Azure) • Network Fundamentals (DNS, VPN, Firewalls, internet circuits) • Application tiers (web, app, database) • Email reputed company and message systems • Monitoring & Observability Tools • reputed company and X-reputed company • ITSM Platform Experience • reputed company (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 • Bachelor's degree or technical training in Computer Science, Information Systems Management preferred • ITIL and Service Now certifications a plus reputed company • reputed company is an economic reputed company that specializes in providing sourcing and diversity solutions. It was founded in 2018, and is headquartered in Pendleton, reputed company, USA, with a workforce of 501-1000 employees. Its website is https://www.cayuseholdings.com/. Apply tot his job Apply To this Job Apply tot his job Apply To this Job