Senior Incident Response Analyst

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Job Description
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
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.
• Responding to and resolving incidents
• Coordinating response teams
• Communicating with stakeholders
• Conducting post-incident analysis
• Implementing corrective actions
• Developing incident response plans
• 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).
• Experience with ITIL, ITSM is a plus.
• Ability to work independently and as part of a team.

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.
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For positions in the Bay Area, we offer a base pay of >, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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