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ServiceNow Incident Management

8 - 11 years
Posted: 2019-11-17

IT/Computers - Software
Software Engineer/ Programmer
Posted On
17th Nov 2019
Job Ref code
Job Description
Job Description :

Role Overview
Contract to Hire Role! No sponsorshipr or transfers will be provided!
This position will be responsible for our incident management program leveraging our Service Now instance. This role assumes a high degree of knowledge in the ServiceNow platform and extensive knowledge of Incident Management processes and procedures.
This role is also responsible for participating in the introduction of new and innovative technologies to help thebusinesses increase employee productivity and engagement, and increase integration with backend business processes.
Essential Responsibilities
  • Manage and lead the end-to-end Incident Management service
  • Participate on all projects that impact Incident Management
  • Own and run major incident management (MIM) for the priority tickets
  • Define Incident Management processes and procedures and ensure effective implementation and governance
  • Define and manage KPI’s through process compliance, dashboards and vendor engagemen
  • Monitor critical and high priority incidents to ensure the Service Level Agreements are met
  • Help manage all interfaces that impact Incident Management
  • Management of support groups, group membership and permissions relevant to Incident Management
  • Own the technical day-to-day operations of Enterprise Incident Management
  • Strong verbal and written communication skills are a requirement for this role.
  • Incident Managers will be expected to facilitate with people across multiple teams, engage and interact with leadership at various levels and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action.
  • Provide training and technical support on the incident management process for users with varying levels of IT knowledge.
  • Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders.

Education / Certifications
  • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master’s Degree a plus.
  • ITIL certification is an added advantage

Basic Qualifications
  • 8+ years of incident management experience in IT
    • Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.
    • Ability to organize and prioritize workflow and to meet established timeframes and deadlines.
    • Self-motivated and proactive individual
  • Strong organizational, interpersonal, analytical, communication and technical skills are essential.
  • Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities.
  • Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment.

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