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 

• Coordinate incident response activities across complex and varied environments
•  Identify and work with engineering service owners to quickly address active requests
• Maintain detailed documentation of requests including timelines, findings, and remediation steps; track post resolution
• Partner with product and engineering teams to evaluate issues and drive long-term resolutions
• Participate in development and execution of initiatives to improve and mature the program including process updates, automations, and relationship building
• Work with key stakeholders to develop and improve the Incident Response Lifecycle

What You Bring Along

• 2+ years’ experience working in Incident Response
• Bachelor's degree in Computer Science, or related field experience
• Basic understanding of ServiceNow platform functionalities, including incident management, change management and service catalog.
• Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
• Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences

• Curiosity and a passion for learning, with a commitment to staying current on emerging trends and incident response best practices
• Exceptional problem-solving skills, with a demonstrated ability to thrive in high-pressure situations 
• Experience writing external facing communications
• Experience in JavaScripting, Glide, SQL, Bash, or PowerShell 
• Experience assessing large scale production software applications
• Experience working with distributed teams

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