Incident & Process Management Analyst (ITIL/ITSM) - Remote 4-6 Week Contract

We're hiring an experienced Incident & Process Management Analyst to own incident response and process governance for our IT infrastructure and operations team on a 4-6 week contract. You'll manage the full incident lifecycle - from detection through escalation, resolution, and closure - including Major Incidents and critical event coordination. You'll also drive continuous improvement across our IT processes, maintain our knowledge base and documentation, and deliver KPI/metrics reporting to leadership and auditors. RESPONSIBILITIES: - Lead incident response, escalation, and resolution across IT and business teams - Coordinate Major Incident and critical/storm event management - Review, document, and continuously improve IT operational processes - Track and report KPIs/metrics to governance and leadership - Support compliance audits and annual process reviews - Train internal IT staff on incident and process procedures REQUIREMENTS: - 5+ years managing incident/problem management processes - 5+ years in process management or business process improvement - Hands-on experience with ITSM tools (ServiceNow or similar) - Demonstrated Major Incident / critical event management experience - ITIL certification (Foundation or higher) preferred - Strong reporting and KPI/metrics background - Comfortable working with global, cross-functional teams - Excellent written and verbal communication skills - Must be located in the USA - Current background check (within 12 months), or willingness to complete one prior to start DETAILS: - Remote (USA only) - Contract (1099) - no benefits - Duration: 4-6 weeks, approx. 30-40 hrs/week - Rate: up to $50/hr TO APPLY, please include in your proposal: 1. Confirmation you can commit to the full 4-6 weeks 2. Your background check status (current, or willing to complete one) 3. A brief example of a Major Incident you managed end-to-end 4. Status of your ITIL certification