ServiceNow Incident Analyst L2 (India)

Why Us 

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. 

We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver.  We #GoBeyondWorkflows to create new kinds of experiences for our customers. 

Come join our Crew! 

 

NewRocket is hiring for an Incident Analyst (Level 2) to join our India based team  in support of a large, global client program.  The Incident Analyst  will work with our technical and functional teams to coordinate incident response across the ServiceNow Platform in support of our client.

The Role

As an Incident Analyst (L2), you will work alongside other members of the NewRocket team, Engineering and Support teams, to coordinate incident response across ServiceNow services and platforms. You will investigate anomalous activity, coordinate technical response and incident communications, and work to turn  incidents into opportunities to better service our client through comprehensive incident retrospectives.  The successful applicant will have a desire to work collaboratively to drive diverse incident response teams consisting of technical and non-technical personnel and partner closely with cross-functional business units.

What You Will Be Doing 

• The Incident Analyst is accountable for; accurate triage of incidents, incident prioritization, incident investigation & end user communications, providing 1st and 2nd line customer support
• Serve as primary contact for the client and ensure that service delivery aligns with company standards.
• Will be responsible for resolving incidents or escalating them to appropriate DevOps teams as efficiently as possible
• Ownership of incidents and requests, collaborating with colleagues and clients stakeholders in order to deliver innovative, appropriate and timely solutions.
• Provide efficient resolution of issues, with an excellent user experience as the primary objective
• Point of contact for technical assistance and best-in-class experience for all client requests
• Identifies problems in a timely manner, gathers and analyzes information skillfully; develops alternative solutions and resolves problems in early stages.

What You Bring Along

• 2+ years’ experience in IT Services or Engineering
• Bachelor's degree in Computer Science, or related field experience
• ServiceNow ITSM 
• ServiceNow core platform knowledge
• Experience writing external facing communications
• Experience in JavaScripting, Glide, SQL, Bash, or PowerShell 
• Experience assessing large scale production software applications
• Excellent verbal & written English skills
• Good self organization skills
• Comfortable with raising risks & issues to Senior Management
• Ability to deliver high degree of customer satisfaction
• Comfortable working in a matrixed organization
• Comfortable working with ambiguity and change

We Take Care of Our People  

 NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com