IT Incident Resolution Specialist

5 days ago

Mandaluyong City, National Capital Region, Philippines beBeeSecurity Full time ₱3,000,000 - ₱4,000,000
Job Description

Our organization is seeking a skilled Incident Analyst to join our Corporate Systems – Helpdesk and Security team. As an Incident Analyst, you will be responsible for managing and helping resolve IT incidents using the ServiceNow platform, ensuring minimal business disruption and maintaining high service quality standards.

This candidate should possess excellent analytical and problem-solving abilities, with strong written and verbal communication skills. You will work effectively under pressure, meeting SLA requirements while providing customer-focused support. Your ability to work independently and as part of a team is essential in this role.

Key Responsibilities:
  • Monitor and respond to incoming incidents through ServiceNow incident management module
  • 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 when necessary
  • Follow established incident management processes and SLA requirements
  • Coordinate with cross-functional teams to ensure timely incident resolution
ServiceNow Platform Operations:
  • 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
Customer Service & Communication:
  • 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
PeopleSoft Security:
  • 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
  • Help chapter leaders maintain the CMDB data across corporate systems family of applications
  • Monitoring and Observability – help triage l1 support ticket for application/services that are down
Required Qualifications:
  • 2-3 years of experience in IT service desk, incident management or Security role
  • Experience working with ServiceNow platform or similar ITSM tools
  • Knowledge of ITIL framework and incident management and security best practices
  • Proficiency in ServiceNow incident management module and basic platform navigation
  • Participate in 24x7 shift rotation
Benefits:
  • Hybrid setup allowing flexibility
  • Opportunities for professional growth and development

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