Incident Manager - ServiceNow
hace 16 horas
Santiago de Compostela
We are looking for ServiceNow Incident Manager (Process + Platform)! Role Overview We are seeking a ServiceNow Incident Manager with a balanced skillset across ITIL process leadership (50%) and ServiceNow administration/development (50%). This role ensures effective incident management operations while continuously improving and automating processes within the ServiceNow platform. You will act as the bridge between operations, engineering, and platform teams, ensuring incidents are resolved efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability. Key Responsibilities 1. Incident Management (50% – Process & Operations) • Own the end-to-end Incident Management process aligned with ITIL best practices, • Act as Major Incident Manager (MIM) for high-severity incidents, • Lead incident bridges, coordinate technical teams, and communicate with stakeholders, • Ensure adherence to SLAs, OLAs, and KPIs, • Drive incident lifecycle governance (logging, triage, resolution, closure), • Conduct and facilitate post-incident reviews (PIRs) and root cause analysis, • Identify trends and drive continuous service improvement (CSI) initiatives, • Produce operational reporting and dashboards for management, • Collaborate with Problem Management to eliminate recurring issues, • Ensure effective escalation management and stakeholder communication 1. ServiceNow Administration & Development (50% – Platform) • Administer and maintain the ServiceNow ITSM module (Incident, Problem, Change), • Design and implement workflows, business rules, UI policies, and scripts, • Develop and maintain ServiceNow customizations (Scoped Apps, Flow Designer, scripting), • Configure and optimize incident forms, templates, and automation logic, • Implement automations for incident creation, routing, and resolution, • Manage user roles, access control (ACLs), and platform security, • Build and maintain reports, dashboards, and performance analytics, • Support integrations with external systems (monitoring tools, CMDB, APIs), • Ensure platform upgrades, patching, and performance optimization, • Maintain CMDB data quality relevant to incident resolution Required Skills & Experience Process / ITIL • Strong knowledge of ITIL Incident Management (v3/v4), • Proven experience handling Major Incidents in enterprise environments, • Strong stakeholder management and communication skills, • Experience driving continuous improvement initiatives, • Ability to work under pressure in high-impact situations ServiceNow Technical • Hands-on experience as a ServiceNow Administrator and/or Developer, • Strong knowledge of:, • Incident, Problem, and Change modules, • Flow Designer / Workflow Editor, • Business Rules, Script Includes, Client Scripts, • UI Policies and Data Policies, • Experience with JavaScript (ServiceNow scripting), • Familiarity with API integrations (REST/SOAP), • Experience with CMDB and Service Mapping (preferred) Preferred Qualifications Certifications (Highly Preferred) • ITIL v4 Foundation or higher, • ServiceNow Certified System Administrator (CSA), • ServiceNow Implementation Specialist (ITSM, ITAM, or CSDM-related), • PMP, Prince2, or SAFe certification Soft Skills • Strong leadership and decision-making during critical incidents, • Excellent communication (technical and executive-level), • Analytical mindset with focus on automation and optimization, • Ability to balance operational urgency with long-term improvements, • Collaborative and cross-functional working style Success Metrics • Reduction in incident resolution time (MTTR), • Improved SLA compliance, • Reduction in recurring incidents, • Increased automation rate in ServiceNow, • Quality and timeliness of incident reporting and PIRs Summary This is a hybrid role requiring equal strength in: • Operational excellence (Incident Management leadership), • Technical capability (ServiceNow administration & development) The ideal candidate is someone who not only manages incidents effectively but also builds the platform enhancements that prevent them About HCLTech: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity. Why Us? • We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work., • We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark., • We offer freedom and flexibility on the job, empowering our employees to make decisions., • We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities., • We offer the opportunity to work with colleagues across the globe., • We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect. If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCLs principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL. • HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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