Description
The Technical Incident Management (TIM) Analyst is responsible for leading and coordinating the lifecycle of Priority 1-Priority 2 incident, 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.
Skills
Incident management, Root cause analysis, Servicenow, Troubleshooting
Additional Skills & Qualifications
Major Incident Coordination
· Lead Priority 1-2 incidents, management 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.
Incident Communications
· 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.
Service Restoration & Operational Excellence
· 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.
Job Type & Location
This is a Contract position based out of Catonsville, MD.
Pay and Benefits
The pay range for this position is $30.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 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)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Aug 19, 2026.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.