ServiceNow Incident Manager

Contract duration: 12-Months

• • No C2C ** Must be USC or Green Card Holder to apply.

Our Client is seeking a highly organized and experienced ServiceNow Incident Manager to join our IT Service Management team.

The ideal candidate will be a driving force in managing the entire incident lifecycle, from initial logging to resolution and post-incident review. You will be critical in ensuring minimal disruption to business operations by quickly and effectively coordinating the resolution of critical incidents, with a strong focus on utilizing the ServiceNow platform and adhering to ITIL best practices.

Key Responsibilities

• Incident Lifecycle Management: Monitor, triage, and manage incidents from creation to closure within the ServiceNow platform, ensuring they are properly logged, categorized, prioritized, and assigned.
• Critical Incident Leadership: Drive the swift resolution of high-severity incidents (Sev 1 & 2), leading bridge calls, war rooms, and coordinating efforts across various technical and business teams.
• Stakeholder Communication: Provide timely, clear, and concise updates to stakeholders, technical teams, and executive leadership throughout the incident lifecycle.
• Process Adherence & Improvement: Ensure strict adherence to ITIL-based incident management processes and act as the primary liaison between technical teams, business units, and external vendors (e.g., Amadeus, Agilysys).
• Reporting & Analysis: Generate and analyze incident trend reports and dashboards to identify recurring issues, track key performance indicators, and recommend proactive improvements to services and processes.
• Post-Incident Activities: Facilitate post-incident reviews and root cause analysis (RCA), and support the creation/update of knowledge articles based on incident learnings.
• ServiceNow Optimization: Leverage ServiceNow capabilities, including templates and reporting, to streamline incident handling, and collaborate with ServiceNow administrators to enhance workflows and integrations.
• Escalation Management: Engage appropriate resolver groups and manage the escalation process to ensure timely resolution.

Required Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: 5+ years of experience in IT Service Management, with at least 2 years dedicated to an Incident Manager role.
• Technical Expertise: Strong working knowledge of the ServiceNow platform and the ITIL framework (certification is preferred).
• Leadership Skills: Proven ability to manage high-pressure, critical situations and effectively lead and coordinate cross-functional resolution teams.
• Core Skills: Excellent verbal and written communication, organizational, and analytical skills.

Preferred Qualifications

• Familiarity with complex enterprise environments and large-scale IT operations.
• Exposure to Agile or DevOps methodologies and environments.