Incident Manager - ServiceNow

Incident Manager - Role Overview Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.

Key Responsibilities Design, maintain, and continuously improve the

Incident Management process

(ITIL aligned) Create and update

process documentation and work instructions Ensure proper

incident handling, prioritization, and SLA compliance Act as

ServiceNow SME

for Incident Management (configuration, workflows, data quality) Define and manage

SLAs, KPIs, and operational metrics Develop and maintain

advanced analytics, dashboards, and reporting

(Performance Analytics) Monitor and drive reduction of

incident backlog and aging tickets Ensure alignment and adoption across Service Desk and Technical Teams

Required Skills Strong experience in

Incident Management...