- Oversee the incident response process within the ServiceNow platform, ensuring efficient incident detection, analysis, and resolution to minimize impact on operations.
- Conduct comprehensive investigations into incidents, documenting findings, and devising detailed reports with actionable recommendations to prevent recurrence.
- Coordinate effectively with IT teams, stakeholders, and external partners during and post-incident, ensuring clear communication and a unified response strategy.
- Implement and refine incident response protocols and procedures, integrating lessons learned from past incidents to enhance future response efforts.
- Monitor and analyze trends in incident data to identify potential threats or areas for improvement in IT systems and processes.
- Stay current with emerging security threats, technologies, and best practices in incident response, incorporating new knowledge into the agency's incident management approach.
- Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.
- Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or a related field.
- 5 years minimum relevant experience.
- 8 years additional experience may be substituted for education.
- ServiceNow Expertise: Must have ServiceNow certification.
- Excellent written and verbal communication abilities.
- ITIL v3 and/or ITIL v4 Certifications is highly desirable.
- Proven experience in incident response, system administration, and troubleshooting within high volume/high availability systems.
- Strong knowledge of IT and cybersecurity principles, including experience with debugging protocols and processes.
- Ability to analyze complex problems, determine root causes, and apply effective solutions quickly.
- Excellent communication skills, with the ability to convey technical information effectively to both technical and non-technical audiences.
- Familiarity with the ServiceNow platform and its various modules (ITSM, SPM, ITOM, etc.) is highly beneficial.
- A collaborative team player with strong interpersonal skills, capable of working effectively in a dynamic, agile development environment.
- Certification(s) in incident response, cybersecurity, or ServiceNow are desirable.
- The Incident Response Specialist is integral to ensuring that the federal agency's ITSM modernization project is supported by a comprehensive incident management framework. Through expert management of the incident response process, thorough investigation of incidents, and effective coordination with IT teams and stakeholders, this role significantly contributes to maintaining high service availability and continuity, aligning with the agency's modernization and service improvement goals.
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Incident Response Specialist - Leesburg, United States - BDR Solutions
Description
BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.BDR is seeking an Incident Response Specialist to join our growing team This position will be performed virtually from the individual's home office working on EST time schedule. This position requires US Citizenship with a Public Trust or the ability to obtain one.
(Military Veterans are highly encouraged to apply)
Role Overview:
We are seeking an Incident Response Specialist for a Software Development and Support program using ServiceNow's Enterprise Service Management (ESM) platform for a federal agency, which aims at modernizing IT Service Management (ITSM) through best practices, process optimization, and continual service improvement. Embracing a DevSecOps methodology, this position is responsible for managing the incident response process within the ServiceNow platform, ensuring the rapid detection, analysis, and resolution of incidents. The role is crucial in minimizing operational disruptions and maintaining service continuity across the agency's IT landscape, which leverages ServiceNow modules including ITSM, SPM, ITOM, Customer Service Management, among other workflows. The Incident Response Specialist plays a key role in safeguarding the organization's IT environment against incidents that could impact services, ensuring that the agency's ITSM modernization efforts are supported by a robust incident management strategy.
Responsibilities
Required Minimum Qualifications:
Desired Skills and Qualifications:
BDR is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.
About BDR Solutions:
BDR Solutions delivers IT expertise and solutions that improve American lives through the modernization of government systems for health benefits, social services, and disaster relief. We are a service-disabled veteran-owned, 8(a), HUBZone small business—recognized for reliable and sustainable outcomes scaled to our client's mission needs.
