Incident Manager - ServiceNow (Alicante (Alacant)
6 days ago
Valencia
Role Overview We are seeking a ServiceNow Incident Manager who balances ITIL process leadership and ServiceNow administration/development. This role ensures incident management operations run effectively while continuously improving and automating processes within the ServiceNow platform. ¿Quiere presentar una candidatura? Asegúrese de que su CV está actualizado y luego lea atentamente las siguientes especificaciones del puesto antes de solicitar. As a bridge between operations, engineering, and platform teams, you will resolve incidents efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability. Key Responsibilities • Incident Management (50% – Process & Operations), • Own the end-to-end Incident Management process aligned with ITIL best practices., • Act as Major Incident Manager 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 and root cause analysis., • Identify trends and drive continuous service improvement initiatives., • Produce operational reporting and dashboards for management., • Collaborate with Problem Management to eliminate recurring issues., • Ensure effective escalation management and stakeholder communication., • 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 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., • Experience with 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 QualificationsCertifications (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 focused 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 hybrid role requires equal strength in operational excellence (Incident Management leadership) and technical capability (ServiceNow administration & development). The ideal candidate manages incidents effectively and builds platform enhancements that prevent them. Equal Opportunity Employer Statement HCL is an equal opportunity employer. xcskxlj 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. #J-18808-Ljbffr
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