Join ServiceNow: Senior Incident Response Analyst and Data Quality Analyst/Developer

Company Description

At ServiceNow, our cutting-edge technology drives global efficiency, made possible by our exceptional team. We innovate swiftly for the benefit of our customers and communities. By joining ServiceNow, you become part of a dynamic team of change-makers with insatiable curiosity and a passion for creativity. We believe your greatest achievements stem from a balanced life where your unique skills shine. Together, we strive for ambitious goals, supporting one another in achieving our shared vision. With 7,700+ customers, we proudly serve 85% of the Fortune 500® and have earned recognition as one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. Discover more on our Life at Now blog, and hear firsthand accounts from employees about their experience at ServiceNow. Enthusiastic but unsure about meeting every qualification? We still encourage you to apply! At ServiceNow, we foster an inclusive environment where all voices are valued and respected. We welcome individuals from diverse backgrounds, believing that transferable skills and a big dream make great candidates.

Job Description

We’re revolutionizing the IT landscape at ServiceNow, now known as Digital Technology. As the world evolves, so do we, focusing on transformation, AI-driven automation, innovation, and growth. We aim to enhance both customer and employee experiences, driving ServiceNow’s ambition to be the leading enterprise software company of the 21st century. We take pride in utilizing and showcasing our own products. Join us in our mission to improve operations for our employees and customers.

We are looking for a motivated and skilled professional to manage incidents and ensure data quality. You will address critical system and data issues, ensuring smooth operations and reliable information.

Responsibilities

Incident Management:

• Respond to and resolve reported incidents, including data quality issues.
• Identify root causes 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 maintenance of incident response protocols.
• Communicate effectively with stakeholders throughout the incident lifecycle.

Data Quality Analysis:

• Analyze data quality metrics to identify discrepancies and errors.
• Develop and implement data cleansing and correction procedures.
• Design and implement data quality monitoring processes.
• Investigate root causes of data quality issues.
• Collaborate with data owners to improve standards.
• Report on data quality trends and insights to management.

Data Development:

• Develop and maintain scripts to automate data quality checks and incident response tasks.
• Explore opportunities to enhance data pipelines and infrastructure.

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).
• Experience with Snowflake, PowerBI, and Tableau.
• Familiarity with ITIL, ITSM is a plus.
• Ability to work independently and collaboratively.
• Knowledge of scripting languages (Python, Bash) is a plus.

This role suits a candidate who thrives in a fast-paced environment and enjoys challenges. Your contributions will significantly enhance our incident response capacity, data quality, and infrastructure improvements.

Compensation and Benefits

For positions in the Bay Area, we offer a base pay of $121,500 - $206,500, plus equity (when applicable), variable incentives, and benefits. Sales positions include a competitive On Target Earnings (OTE) structure. Base pay is a guideline; actual compensation varies based on qualifications, skills, competencies, and work location. Our benefits include health plans, flexible spending accounts, a 401(k) Plan with company