PeopleSoft HelpDesk - Incident Analyst

Chubb is seeking a skilled Incident Analyst to join their Corporate Systems – Helpdesk and Security team. This role involves managing and resolving IT incidents using ServiceNow, ensuring minimal business disruption and maintaining high service quality standards, adhering to Chubb’s standard operating procedures.

Requirements

• Monitor and respond to incoming incidents through ServiceNow incident management
• 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 support teams
• 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
• 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
• 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.