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.

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

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- Incident Management (50% – Process & Operations)

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- 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)

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- 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

📌 Incident Manager (España)
🏢 HCLTech
📍 España