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ITSM Incident Response Analyst

• Posted 7 days ago • Updated 9 hours ago

Full Time

USD $30.00 - 39.00 per hour

Cayuse Holdings, LLC

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Job Details

Skills

Service Desk
Remote Support
Recovery
Facilitation
Technical Support
Event Management
ROOT
Technical Training
Computer Science
IT Management
User Experience
Leadership
Root Cause Analysis
Documentation
Dashboard
KPI
Trend Analysis
Linux
Cloud Computing
Amazon Web Services
Microsoft Azure
Network
DNS
Dragon NaturallySpeaking
Virtual Private Network
Firewall
Internet
Database
IT Service Management
ServiceNow
JIRA
Service Management
Service Level Management
Reporting
ITIL
Incident Management
Change Management
Problem Management
Soft Skills
Motivation
Management
Decision-making
Adaptability
Accountability
Law

Summary

Overview

Job Title: ITSM Incident Response Analyst
Location: Remote
Type: Independent Contract - Corp to Corp/1099
Start Date: ASAP

Pay Rate: $30-39/hr (Independent Contract)

Contract Length: throughAugust 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 $39.00 /Hr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91099930
Position Id: 2026-3902
Posted 7 days ago

Company Info

About Cayuse Holdings, LLC

Founded initially in 2006, Cayuse Holdings is today comprised of a family companies headquartered near Pendleton, Oregon, with offices in the Washington D.C. metro area, and Honolulu, HI. Tribally owned by the Confederated Tribes of the Umatilla Indian Reservation (CTUIR), Cayuse Holdings is a 100% Indian Owned Economic Enterprise and a foremost provider of responsible sourcing/certified diversity solutions for commercial, government, and tribal clients.

Our Mission

To become the #1 American Indian-owned commercial, government, and tribal contractor, providing trusted value for our clients, reliable and rewarding careers for our employees and contributing to the growth of the CTUIR.

Our Vision

Grow the Company, Grow the People!

Šapásttawaxt kutkutpama,́ Šapásttawaxt natítayt

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