**Overview**

**About the Company:**

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability, and accelerated time to market.

**Primary Focus**

The ITSM Incident Response Analyst will have strong Service Now skills in administration, report generation and operations. Experience in managing incident escalations and response. ITIL and ITSM certifications a plus. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

**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

Other duties as assigned.

**Qualifications**

**Minimum Job Skills and Qualifications**

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

Bachelors degree or technical training in Computer Science, Information Systems Management preferred

ITIL and Service Now certifications a plus.

Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

Excellent communication and customer facing skills

Service Now administration, reporting and user experience required.

Strong Service Now administration, reporting and sand user skills

Incident response experience in a high energy IT environment working closely with IT Service Desk, and IT Operations support

Ability to quickly analyze a situation and react appropriately and effectively

Effective prioritization skills

Drive and enthusiasm

Self-starter

Strong troubleshooting skills

Calm under pressure

Ability to prioritize competing demands

Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

**Reports to** **:** Program Manager

**Working Conditions**

Professional Office Environment

Must be physically and mentally able to perform duties while standing for extended periods of time.

Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.

Must be able to establish a productive and professional workspace.

May be asked to travel for business or professional development purposes.

May be asked to work hours outside of normal business hours.

**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._

**Affirmative Action/EEO Statement:** _Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer._

**Pay Range**

USD $25.00 - USD $35.00 /Hr.

Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/1347/itsm-incident-response-analyst/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834356743)

**Location** _US-N/A_

**ID** _102296_

**Category** _Information Technology_

**Position Type** _Full-Time Hourly Non Exempt_

**Remote** _Yes_

**Clearance Required** _None_