[Remote] ITSM Incident Response Analyst

Note: The job is a remote job and is open to candidates in USA. Cayuse Holdings is an independent contractor 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 aligned processes are followed throughout the organization.

Responsibilities
• 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

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 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
• Bachelor's degree or technical training in Computer Science, Information Systems Management preferred
• ITIL and Service Now certifications a plus

Company Overview
• Cayuse Holdings is an economic enterprise that specializes in providing sourcing and diversity solutions. It was founded in 2018, and is headquartered in Pendleton, Oregon, USA, with a workforce of 501-1000 employees. Its website is https://www.cayuseholdings.com/.

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