ITSM Incident Response Analyst
$30 - $48 per hourCayuse Holdings
Overview
Job Title: ITSM Incident Response Analyst
Location: Remote
Type: Independent Contract - Corp to Corp/1099
Start Date: ASAP
Pay Rate: $30-48/hr (Independent Contract)
Contract Length: through August 31
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 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
Qualifications
The ideal candidate would have strong Service Now skills in administration, report generation and operations. Experience in managing incident escalations and response. ITIL and ITSM certifications a plus.
Minimum Qualifications:
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
Preferred Qualifications:
Bachelor’s degree or technical training in Computer Science, Information Systems Management preferred
ITIL and Service Now certifications a plus.
Skills needed:
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
Soft Skills
Self-motivation
Time management
Decision-making
Adaptability
Accountability
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.
Pay Range
USD $30.00 - USD $48.00 /Hr.
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Location US-
ID 2026-3902
Category Information Technology
Position Type Independent Contractor
Remote Yes
Clearance Required None
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