Senior Incident Management Analyst

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Job Description

We are seeking a highly motivated and skilled individual to fill a unique role focused on both incident management and data quality. You will be responsible for tackling critical issues that impact our systems and data, ensuring smooth operations and reliable information.

Responsibilities:

• Incident Management:
  • Respond to reported incidents, including data quality issues.
  • Lead the identification of the root cause of incidents and initiate resolution procedures.
  • Prioritize incidents based on urgency and business impact.
  • Oversee the incident resolution process from detection to closure.
  • Document incidents and resolutions for future reference.
  • Analyze incident trends to develop proactive prevention strategies.
  • Contribute to the development and maintenance of incident response protocols.
  • Communicate effectively with stakeholders throughout the incident lifecycle.
• Data Analysis:

  • Analyze data quality metrics to identify data discrepancies and errors.

  • Develop and implement data cleansing and correction procedures.

  • Design and implement data quality monitoring processes to proactively identify potential issues.

  • Investigate the root cause of data quality problems.

  • Collaborate with data owners and stakeholders to improve data quality standards.

  • Report on data quality trends and insights to management.

Qualifications

• Minimum of 5 years of experience in incident management, data analysis, or a related field.

• Proven experience in identifying and resolving incidents.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Experience with data analysis tools and techniques (SQL, data visualization tools).

• Understanding of data governance principles (desirable).

• Ability to work independently and as part of a team.

• Experience on ITSM is added advantage.

• Familiarity with scripting languages (Python, Bash) a plus.

This role is ideal for a candidate who enjoys a challenge and thrives in a fast-paced environment. You will have the opportunity to make a significant impact on the organization's ability to respond to incidents, maintain high-quality data, and continuously improve its infrastructure.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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