Incident Manager - Servicenow

Incident Manager - Role Overview
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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 ...