IT Escalation Analyst / ServiceNow

Provide critical support to internal users. The ideal candidate will have a strong background in incident management, with the ability to effectively manage and escalate issues, ensuring swift resolution. This role requires proficiency in ServiceNow for incident management and Microsoft Teams for communication. The candidate should possess broad IT knowledge to assess technical issues across various systems and set up bridges between teams as needed.

Key Responsibilities:

• Monitoring and triage of ServiceNow Incidents and MS Teams chats for emerging Major and Critical Incidents to be escalated by phone to on-call support contacts, and/or corresponding message placed in designated MS Teams chat(s). Escalation time shall be no less than 15 minutes after Incident created and/or message received in MS Teams chat, whichever occurs first.
• Resource will receive inbound calls to IT Service Desk during the hours of 6:00am Eastern Time until 7:30am Eastern Time on business days to assist users with basic Password Resets and Account Unlocks and manage corresponding ServiceNow Incident tickets. They will also create ServiceNow Incident tickets for other caller issues for assignment to IT Service Desk analysts. Additionally, they will instruct callers how to submit Request tickets and/or complete on caller’s behalf. To receive calls through virtual contact center, currently 8×8, a license may need to be installed on the resource’s physical machine.
• Perform Quality Assurance review of Ticket data quality based on provided guidelines.
• Perform Daily Monitoring of system resources such as AWS and Rubric backup status.
• Check success of Patch Deployments based on provided validation steps (e.g., vulnerability patches, making sure they have not triggered any issues). Required access will be provided.
• Perform Daily Morning System Health Checks for applications designated. Required access will be provided.

Requirements:

• Proven experience as an Escalation Analyst or in a similar role within an IT environment.
• Strong knowledge of ServiceNow and Microsoft Teams.
• Broad understanding of IT systems and infrastructure.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage incidents efficiently within the specified hours.
• Strong analytical and problem-solving skills.
• Ability to remain calm under pressure and handle high-stress situations effectively.
• Proactive approach to incident management and the ability to anticipate potential issues.

Preferred Qualifications:

• Certifications in ITIL or other relevant frameworks.
• Experience in a financial services or banking environment.
• Familiarity with additional IT systems and tools used in incident management.
• Strong reporting and documentation skills.