ServiceNow ITSM Incident Manager

Overview

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At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

Comprehensive health benefits that start day 1

Student Loan Repayment Assistance & Reimbursement Programs

Family-focused benefits

Wellness incentives

Ongoing mentorship, development, leadership programs...and more!

Remote position, however candidates must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

Description

Emory Healthcare is seeking a ServiceNow ITSM Incident Manager to serve as a subject matter expert and operational leader for the Incident Management practice. This role is an individual contributor with strong leadership accountability, responsible for overseeing Incident Management operations, on-call coordination, and continual service improvement in alignment with ITIL and ITSM best practices.

The ideal candidate is self-motivated, highly driven, and comfortable leading through influence, with deep hands-on expertise in ServiceNow Incident Management, SLA governance, monitoring, analytics, and reporting. This role partners closely with Digital teams, operational support groups, and leadership to ensure incidents are effectively managed, clearly communicated, resolved efficiently, and continuously improved.

RESPONSIBILITIES:

Serve as the Incident Management Subject Matter Expert (SME) within the ServiceNow platform.

Own, define, and reinforce Incident Management processes, standards, and procedures across the organization.

Oversee the full incident lifecycle, ensuring proper logging, categorization, prioritization, assignment, escalation, resolution, and closure.

Ensure compliance with established SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).

Partner with Digital teams to define clear, measurable, and reportable SLA and OLA standards.

Manage and support on-call schedules, including participation in the on-call rotation.

Ensure operational readiness and appropriate coverage for on-call support.

Maintain timely, accurate, and consistent communication with stakeholders throughout the incident lifecycle.

Serve as an escalation point for complex incidents and operational challenges.

ServiceNow Platform, Monitoring & Analytics:

Ensure incidents are documented and managed in accordance with defined ServiceNow workflows and quality standards.

Monitor incident queues, SLA performance, and quality metrics to identify trends and risks.

Develop and maintain KPIs, dashboards, and reports using ServiceNow Platform Analytics and Performance Analytics.

Translate operational data into executive-ready insights to support decision-making and risk mitigation.

Partner with monitoring and operations teams to improve alerting, detection, and system integrations.

Maintain documentation repositories, reporting artifacts, and training materials using SharePoint and collaboration tools.

Process Governance & Continuous Improvement:

Define, document, and maintain Incident Management processes and quality standards.

Establish and sustain a quality management framework, including audits and corrective actions.

Analyze incident trends, repeat incidents, and SLA breaches to identify systemic issues.

Recommend process, tooling, staffing, and operational improvements based on data insights.

Lead continual service improvement initiatives to enhance service effectiveness and customer experience.

Collaborate with Problem, Change, Request, and Knowledge Management to ensure end-to-end ITSM alignment.

Research and recommend industry best practices to enhance governance and workflows.

Leadership, Training & Enablement:

Act as a strategic business partner for Incident Management stakeholders.

Develop and deliver role-based training for ITSM users and support teams.

Provide coaching on incident handling, documentation standards, and escalation protocols.

Support onboarding and operational readiness for new team members.

Operational Support:

Support incident reviews, reporting, and follow-up activities.

Review customer and employee feedback and address improvement opportunities.

Participate in ITSM initiatives and cross-functional projects.

Perform additional duties as assigned.

PREFERRED QUALIFICATIONS:

ITIL Foundation Certification

Strong expertise in ServiceNow Incident Management, workflows, and operational reporting

Experience with SLA management, monitoring, and operational performance tracking

Hands-on experience with ServiceNow Platform Analytics and Performance Analytics

Power BI experience for dashboard creation and executive reporting

Strong proficiency with SharePoint for documentation, reporting, and collaboration

Experience developing and delivering ITSM training materials

Demonstrated ability to lead through influence and collaborate across technical and business teams

Strong analytical, organizational, and communication skills

High level of accountability, attention to detail, and follow-through

Demonstrated experience developing leadership, manager, director, and executive-level dashboards that provide actionable visibility into ITSM and Incident Management performance

Proven ability to translate complex operational data into clear, concise, and meaningful insights for non-technical audiences

Develop and maintain role-based dashboards for leadership, managers, directors, and executive stakeholders to ensure clear visibility into Incident Management performance.

MINIMUM QUALIFICATIONS:

Bachelors Degree in IT related field.

7 years of Information Technology experience.

ITIL Foundations and IT Service Management certifications preferred.

10 years Information Technology experience required in lieu of a degree.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org . Please note that one week's advance notice is preferred.

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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHIDIG Digital Operations_

Job Type Regular Full-Time

Job Number 160963

Job Category Information Technology

Schedule 8a-5p

Standard Hours 40 Hours

Hourly Minimum USD $47.50/Hr.

Hourly Midpoint USD $59.01/Hr.

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.