ITSM Incident Response Specialist

Overview Job Title: ITSM Incident Response Specialist Type: Independent Contract - Corp to Corp/1099 Start Date: ASAP Pay Rate: $30-39/hr (Independent Contract) Contract Length: 3 months - May 15 - August 31 Travel: None Responsibilities Join our ITSM Service Now Incident Response team as a valued Specialist, where you will play a key role in supporting the Incident Response Management team: Respond to and manage incidents, collaborating closely with the Service Desk and Desktop support teams to ensure swift resolution. Maintain accurate incident documentation, including Root Cause Analysis (RCA), while promptly addressing failed IT applications. Assist in navigating critical events by facilitating triage calls, engaging technical support teams, coordinating service restoration, and proactively communicating with key stakeholders. Uphold ITIL-aligned Incident Management processes throughout the organization to ensure consistency in event management and the overall Incident lifecycle. Document all relevant information regarding Major Incidents, including personnel and teams involved, service restoration activities, results, root causes, and preventive action items for effective Problem Management. Qualifications The ideal candidate will possess advanced Service Now skills for administration, reporting, and operations, along with experience in incident escalation and response. ITIL and ITSM certifications are highly desirable. Minimum Qualifications: 3-5 years of experience in a Service Now environment serving over 1000 users. High school diploma or equivalent, and/or 8 years of relevant work experience. Preferred Qualifications: Bachelor's degree or technical training in Computer Science or Information Systems Management. ITIL and Service Now certifications are a plus. Skills needed: Self-starter with exceptional Service Now administration, reporting, and user experience skills. Leadership in technical bridge calls and the ability to translate technical language into executive updates. Expertise in driving root cause analysis (RCA) documentation and providing automation & reporting insights. Experience in creating dashboards and KPIs, along with incident trend analysis and post-incident reporting. Knowledge of basic infrastructure and architecture, including Windows/Linux server environments and cloud platforms (AWS/Azure). Understanding of network fundamentals (DNS, VPN, firewalls) and application tiers (web, app, database). Familiarity with email relay and messaging systems, as well as monitoring and observability tools (e.g., Datadog and X-Matters). Proficiency in ITSM platforms, including ServiceNow (incident, problem, change management modules) and Jira Service Management. Experience with SLA management and incident prioritization (P1/P2 frameworks). Expertise in ITIL processes, incident management, major incident management, change management, and problem management. Soft skills: self-motivated, excellent time management, effective decision-making, adaptable, and accountable. 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.

Created: 2026-03-10