Job
Description
As the ServiceNow Incident Manager, your primary responsibility will be to oversee the incident management process on the ServiceNow platform. Your role involves ensuring that IT incidents are efficiently handled, tracked, and resolved in a timely manner to minimize disruptions to business operations. You will collaborate closely with various IT teams, stakeholders, and ServiceNow administrators to establish seamless incident management processes and implement best practices. Your main duties will include: Incident Management: - Supervising the end-to-end incident management process to ensure incidents are logged, categorized, prioritized, and resolved within agreed service levels. - Coordinating with IT support teams, business users, and third-party vendors to facilitate timely incident resolution. - Tracking the status of all incidents and escalating unresolved or high-priority incidents to the appropriate teams. - Ensuring proper communication of incident status to stakeholders and end-users. ServiceNow Configuration & Optimization: - Configuring and optimizing ServiceNow Incident Management modules for efficient incident handling from creation to resolution. - Maintaining and updating workflows, escalation paths, and notifications in ServiceNow. - Collaborating with ServiceNow developers and administrators to enhance functionality, automate processes, and improve incident tracking and reporting. Incident Resolution and Root Cause Analysis: - Analyzing incident trends and suggesting improvements to incident resolution processes. - Conducting root cause analysis for recurring incidents and implementing preventive measures. - Facilitating post-incident reviews and providing recommendations for service delivery enhancement. Reporting and Documentation: - Generating regular incident reports and dashboards to monitor performance, SLAs, and KPIs. - Analyzing incident data to identify areas for improvement. - Documenting incident management procedures, policies, and best practices for team reference. Collaboration & Communication: - Collaborating with change management, problem management, and service desk teams for smooth incident handling. - Acting as a liaison between technical teams, management, and business stakeholders to ensure clear communication and alignment. - Keeping end-users informed about incident status and potential impacts on services. Training and Support: - Providing training to new team members on incident management best practices and the ServiceNow platform. - Assisting in onboarding and guiding users in understanding incident management procedures. Continuous Improvement: - Continuously evaluating the incident management process and proposing enhancements for increased efficiency and effectiveness. - Staying updated with ServiceNow platform updates, new features, and industry best practices. Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). - Proven experience in incident management and IT service management (ITSM). - Proficiency in ServiceNow, especially in the Incident Management module. - Strong understanding of ITIL framework and incident management best practices. - Excellent communication, collaboration, analytical, and problem-solving skills. - Ability to manage multiple priorities in a fast-paced environment. - ServiceNow certifications (e.g., Certified ServiceNow System Administrator, ServiceNow Incident Management) are advantageous. Key Skills: - Major Incident Management - Problem management - ServiceNow expertise for board operations - Ability to work rotational shifts for maintaining work-life balance Desirable Skills: - Experience in managing cross-functional teams and complex IT environments. - Familiarity with ServiceNow Service Portal and its integration with other ITSM processes. - Knowledge of other ITIL processes such as problem management, change management, and service request management.,
