ITSM Incident Response Analyst

🕒 May 21

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Cayuse Holdings

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

🤝 B2B

🔒 Cybersecurity

Government • B2B • Cybersecurity

Cayuse Holdings is a company that represents a portfolio of businesses focused on delivering IT services across various sectors, including Government, Commercial, and Native Solutions. The company prioritizes long-term relationships with clients and provides a wide range of services, such as program and project management, cybersecurity operations, and systems implementation. With a commitment to sustainability and stewardship, Cayuse Holdings aims to make a positive impact while servicing federal, state, local governments, and tribal entities.

📋 Description

• 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, 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

🎯 Requirements

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