ServiceNow Incident Manager

Job Summary

An Incident Manager is responsible for overseeing the lifecycle of IT incidents within the ServiceNow platform.

• Monitor, triage, and manage incidents from creation to closure within ServiceNow
• Drive resolution of high-severity incidents, coordinating across technical and business teams
• Generate and analyze incident trend reports to identify recurring issues and recommend improvements

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT Service Management, with at least 2 years in an Incident Manager role
• Strong knowledge of the ServiceNow platform and ITIL framework (certification preferred)
• Proven ability to manage high-pressure situations and lead cross-functional teams
• Experience in enterprise environments and large-scale IT operations is preferred