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ph3Role Overview /h3 /brpWe are seeking a bServiceNow Incident Manager /b 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. /p /brpAs a bridge between operations, engineering, and platform teams, you will resolve incidents efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability. /p /brh3Key Responsibilities /h3 /brol /brlibIncident Management (50% – Process Operations) /b /brul /brliOwn the end-to-end Incident Management process aligned with ITIL best practices. /li /brliAct as Major Incident Manager for high‑severity incidents. /li /brliLead incident bridges, coordinate technical teams, and communicate with stakeholders. /li /brliEnsure adherence to SLAs, OLAs, and KPIs. /li /brliDrive incident lifecycle governance: logging, triage, resolution, closure. /li /brliConduct and facilitate post-incident reviews and root cause analysis. /li /brliIdentify trends and drive continuous service improvement initiatives. /li /brliProduce operational reporting and dashboards for management. /li /brliCollaborate with Problem Management to eliminate recurring issues. /li /brliEnsure effective escalation management and stakeholder communication. /li /br /ul /br /li /brlibServiceNow Administration Development (50% – Platform) /b /brul /brliAdminister and maintain the ServiceNow ITSM module (Incident, Problem, Change). /li /brliDesign and implement workflows, business rules, UI policies, and scripts. /li /brliDevelop and maintain customizations (Scoped Apps, Flow Designer, scripting). /li /brliConfigure and optimize incident forms, templates, and automation logic. /li /brliImplement automations for incident creation, routing, and resolution. /li /brliManage user roles, access control (ACLs), and platform security. /li /brliBuild and maintain reports, dashboards, and performance analytics. /li /brliSupport integrations with external systems (monitoring tools, CMDB, APIs). /li /brliEnsure platform upgrades, patching, and performance optimization. /li /brliMaintain CMDB data quality relevant to incident resolution. /li /br /ul /br /li /br /ol /brh3Required Skills Experience /h3 /brol /brlibProcess / ITIL /b /brul /brliStrong knowledge of ITIL Incident Management (v3/v4). /li /brliProven experience handling Major Incidents in enterprise environments. /li /brliStrong stakeholder management and communication skills. /li /brliExperience driving continuous improvement initiatives. /li /brliAbility to work under pressure in high‑impact situations. /li /br /ul /br /li /brlibServiceNow Technical /b /brul /brliHands‑on experience as a ServiceNow Administrator and/or Developer. /li /brliStrong knowledge of Incident, Problem, and Change modules. /li /brliExperience with Flow Designer / Workflow Editor. /li /brliBusiness Rules, Script Includes, Client Scripts. /li /brliUI Policies and Data Policies. /li /brliExperience with JavaScript (ServiceNow scripting). /li /brliFamiliarity with API integrations (REST/SOAP). /li /brliExperience with CMDB and Service Mapping (preferred). /li /br /ul /br /li /br /ol /brh3Preferred Qualifications /h3 /brh3Certifications (Highly Preferred) /h3 /brul /brliITIL v4 Foundation or higher. /li /brliServiceNow Certified System Administrator (CSA). /li /brliServiceNow Implementation Specialist (ITSM, ITAM, or CSDM‑related). /li /brliPMP, Prince2, or SAFe certification. /li /br /ul /brh3Soft Skills /h3 /brul /brliStrong leadership and decision‑making during critical incidents. /li /brliExcellent communication (technical and executive‑level). /li /brliAnalytical mindset focused on automation and optimization. /li /brliAbility to balance operational urgency with long‑term improvements. /li /brliCollaborative and cross‑functional working style. /li /br /ul /brh3Success Metrics /h3 /brul /brliReduction in incident resolution time (MTTR). /li /brliImproved SLA compliance. /li /brliReduction in recurring incidents. /li /brliIncreased automation rate in ServiceNow. /li /brliQuality and timeliness of incident reporting and PIRs. /li /br /ul /brh3Summary /h3 /brpThis 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. /p /brh3Equal Opportunity Employer Statement /h3 /brpHCL 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. /p /p #J-18808-Ljbffr

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