ITSM Incident Response Analyst

This role provides a critical opportunity to support and enhance IT service operations in a dynamic, high-impact environment. You will serve as a key member of the Incident Response team, managing and resolving incidents while ensuring ITIL-aligned processes are followed. The position requires hands-on experience with ServiceNow, strong communication skills, and the ability to coordinate across technical and business teams. You will facilitate triage calls, document major incidents, track root causes, and drive post-incident reporting and process improvement. This role is ideal for a proactive, self-motivated professional who enjoys solving technical challenges and contributing to seamless IT operations. The environment is collaborative, fast-paced, and focused on delivering measurable impact to the organization.

Accountabilities:

• Respond to and manage IT incidents in collaboration with Service Desk and Desktop Support teams.
• Facilitate triage calls, engage technical resources, and coordinate service restoration activities for critical events.
• Ensure all incident documentation is accurate, including Root Cause Analysis (RCA) and preventative actions.
• Maintain ITIL-aligned Incident Management processes and lifecycle consistency across the organization.
• Document and communicate major incident details, including personnel involvement, actions taken, results, and lessons learned.
• Generate post-incident reports, monitor incident trends, and develop dashboards or KPIs to support continuous improvement.
• Collaborate with cross-functional teams to prioritize incidents, resolve issues efficiently, and support Problem Management initiatives.

Requirements:

Benefits: