Incident Analyst

This is a contract position based in Catonsville, MD, and is fully remote.

About the Role

The Technical Incident Management (TIM) Analyst leads and coordinates the lifecycle of Priority 1 and Priority 2 incidents, ensuring rapid service restoration, effective stakeholder communication, and proactive identification of recurring service issues. The TIM Analyst serves as the central point of coordination during major incidents, partnering with Service Desk, Infrastructure, Application Support, Network Operations, and business stakeholders to minimize business disruption.

Responsibilities

• Lead Priority 1-2 incidents, managing activities from identification through resolution.
• Coordinate technical bridge calls and engage appropriate resolver groups.
• Drive timely escalation of incidents based on business impact and urgency.
• Ensure clear ownership, accountability, and action tracking during incidents.
• Facilitate service restoration while minimizing customer impact.
• Issue initial incident notifications within established KPI targets.
• Provide ongoing executive and stakeholder updates throughout the incident lifecycle.
• Publish closure communications and incident summaries following restoration.
• Maintain incident records within Ivanti and other service management platforms.
• Ensure communication accuracy, consistency, and timeliness.
• Monitor active high-priority incidents and service-impacting alerts.
• Identify workarounds and coordinate rapid response efforts.
• Validate restoration activities and confirm service stability before incident closure.
• Support intelligent routing and automation initiatives that improve incident response.

Requirements

• Incident management
• Root cause analysis
• ServiceNow
• Troubleshooting

Additional Qualifications

• Major Incident Coordination experience

Pay

The pay range for this position is $30.00 - $35.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

About TEKsystems

TEKsystems is a leading provider of business and technology services, accelerating business transformation for clients. With a team of 80,000 strong, TEKsystems works with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. The company specializes in Full-Stack Technology Services, Talent Services, and real-world application, driving change through strategic thinking and hands-on collaboration.