Company: HCL Tech

Location: Spain (Hybrid)

Employment: Full-Time

“Certifications (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

: ServiceNow Incident Manager (Process + Platform)

Role Overview

We are seeking a ServiceNow Incident Manager with a balanced skillset across ITIL process leadership (50%) and ServiceNow administration/development (50%). This role ensures effective incident management operations while continuously improving and automating processes within the ServiceNow platform.

You will act as the bridge between operations, engineering, and platform teams, ensuring incidents are resolved efficiently while leveraging ServiceNow capabilities to drive automation, quality, and scalability. Key Responsibilities

1.

Incident

Management (50% – Process & Operations)

Own the end-to-end Incident Management process aligned with ITIL best practices

Act as Major Incident Manager (MIM) 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 (PIRs) and root cause analysis

Identify trends and drive continuous service improvement (CSI) initiatives

Produce operational reporting and dashboards for management

Collaborate with Problem Management to eliminate recurring issues





Ensure effective escalation management and stakeholder communication 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

Preferred Qualifications

ServiceNow certifications (one or more): CSA (Certified System Administrator)

CAD (Certified Application Developer)

CIS-ITSM (preferred)

ITIL Foundation or higher certification

Experience in large-scale enterprise or managed services environment

Knowledge of Agile / DevOps practices Soft Skills

Strong leadership and decision-making during critical incidents

Excellent communication (technical and executive-level)

Analytical mindset with focus 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 is a hybrid role requiring equal strength in:

Operational excellence (Incident Management leadership)

Technical capability (ServiceNow administration & development)

The idóneo candidate is someone who not only manages incidents effectively but also builds the platform enhancements that prevent them.”

📌 ServiceNow Developer (Cataluña)
🏢 HCLTech
📍 Cataluña