Service Management Analyst - Major Incident Management

Overview

Employer Industry: Information Technology Services

Why consider this job opportunity:

• Salary up to $91,650.00
• Opportunity for career advancement and growth within the organization
• Full-time remote work available from any U.S. based location
• Supportive and collaborative work environment
• Chance to contribute to continuous service improvement and operational excellence

• Support the management and coordination of major incidents affecting CIO services for timely restoration
• Participate in and assist with leading incident bridge calls, coordinating technical teams with urgency
• Ensure clear, accurate, and timely communications to stakeholders throughout the incident lifecycle
• Assist with incident triage, escalation, and prioritization in alignment with ITSM processes
• Document incident activities, timelines, and resolutions in Service Now or similar ITSM tools

• U.S. Citizenship required
• Bachelor’s degree with one to two years of relevant IT Service Management experience
• Experience supporting Incident Management, Major Incident Management, or Problem Management processes
• Strong written and verbal communication skills, with the ability to engage technical and non-technical stakeholders
• Ability to work independently and collaboratively as part of a team

• ITIL v3 or ITIL v4 Foundations certification
• Experience working in an Agile environment
• Experience supporting global teams across multiple countries and time zones
• Experience in process documentation, requirements gathering, story writing, and test plan development
• Experience supporting Major Incident Management or operational response frameworks

#Information Technology #ITService

Management #Remote Work #Career Growth #Incident Management

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