PeopleSoft HelpDesk - Incident Analyst

Chubb is seeking a skilled Incident Analyst to join their Corporate Systems – Helpdesk and Security team. The role involves managing and resolving IT incidents using ServiceNow, ensuring minimal business disruption and maintaining high service quality. This involves monitoring, responding to incidents, documenting resolutions, generating reports, and providing customer service. The role requires adherence to Chubb's SOD policies and upholding Tier 1 SOX Enterprise Application standards.

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 Level 2 or Level 3 support teams
• Follow established incident management processes and SLA requirements
• Coordinate with cross-functional teams to ensure timely incident resolution
• 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
• Provide excellent customer service to end users reporting incidents
• Maintain professional communication standards in all interactions