We are seeking a skilled Incident Analyst to join our Corporate Systems Helpdesk and Security team. The successful candidate will be responsible for managing and helping resolving IT incidents using the ServiceNow platform, ensuring minimal business disruption and maintaining high service quality standards. This candidate should be of high moral character and follow Chubbs SOD policies to maintain quality of work worthy of Tier 1 SOX Enterprise Application that is used for Financial Reporting.
Key Responsibilities:
- Incident Management: Monitor and respond to incoming incidents through ServiceNow incident management module. Perform initial triage and categorization of incidents based on priority, urgency, and business impact. Document incident details, troubleshooting steps, and resolution actions in ServiceNow tickets. Escalate complex incidents to appropriate Level 2 or Level 3 support teams when necessary. Follow established incident management processes and SLA requirements. Coordinate with cross-functional teams to ensure timely incident resolution.
- ServiceNow Platform Operations: Navigate and utilize ServiceNow interface efficiently for incident tracking and management. Update incident records with accurate status information, work notes, and resolution details. Generate and analyze incident reports and metrics using ServiceNow reporting capabilities. Maintain knowledge articles and contribute to the ServiceNow knowledge base.
- Customer Service & Communication: Provide excellent customer service to end users reporting incidents. Communicate incident status updates to stakeholders and affected users. Maintain professional communication standards in all interactions.
- PeopleSoft Security: Basic knowledge of PeopleSoft Security. Ability to diligently follow SOP to get the write approvals and administer user access. Handle Oracle Access request using ServiceNow. Handle OIM Requests for AD Groups and Onboarding.
- SRE Chapter Participation: Help chapter leaders maintain the CMDB data across corporate systems family of applications. Help maintain application documentation in Confluence. Monitoring and Observability: help triage l1 support ticket for application/services that are down.
