We are looking for ServiceNow Incident Manager (Process + Platform)! Role Overvie wWe 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 Responsibiliti es1.

Incident

Management (50% – Process & Operation s)Own the end-to-end Incident Management process aligned with ITIL best practic esAct as Major Incident Manager (MIM) for high-severity inciden tsLead incident bridges, coordinate technical teams, and communicate with stakeholde rsEnsure adherence to SLAs, OLAs, and KP

IsDrive incident lifecycle governance (logging, triage, resolution, closur e)Conduct and facilitate post-incident reviews (PIRs) and root cause analys isIdentify trends and drive continuous service improvement (CSI) initiativ esProduce operational reporting and dashboards for manageme ntCollaborate with Problem Management to eliminate recurring issu esEnsure effective escalation management and stakeholder communicati on

- ServiceNow Administration & Development (50% – Platfo rm)Administer and maintain the ServiceNow ITSM module (Incident, Problem, Chan ge)Design and implement workflows, business rules, UI policies, and scri ptsDevelop and maintain ServiceNow customizations (Scoped Apps, Flow Designer, scripti ng)Configure and optimize incident forms, templates, and automation lo gicImplement automations for incident creation, routing, and resolut ionManage user roles, access control (ACLs), and platform secur ityBuild and maintain reports, dashboards, and performance analyt icsSupport integrations with external systems (monitoring tools, CMDB, AP

Is)Ensure platform upgrades, patching, and performance optimizat ionMaintain CMDB data quality relevant to incident resolut ion

Required Skills & Experi enceProcess / ITILStrong knowledge of ITIL Incident Management (v3





/v4)Proven experience handling Major Incidents in enterprise environm entsStrong stakeholder management and communication sk illsExperience driving continuous improvement initiat ivesAbility to work under pressure in high-impact situat ionsServiceNow Techn icalHands-on experience as a ServiceNow Administrator and/or Devel operStrong knowledge of:Incident, Problem, and Change mod ulesFlow Designer / Workflow Ed itorBusiness Rules, Script Includes, Client Scr iptsUI Policies and Data Poli ciesExperience with JavaScript (ServiceNow script ing)Familiarity with API integrations (REST/S

OAP)Experience with CMDB and Service Mapping (prefer red)

Preferred Qualifica tions

Certifications (Highly Pref erred)ITIL v4 Foundation or higherServiceNow Certified System Administrator

(CSA)ServiceNow Implementation Specialist (ITSM, ITAM, or CSDM-re lated)PMP, Prince2, or SAFe certifi cation

Soft

SkillsStrong leadership and decision-making during critical in cidentsExcellent communication (technical and executive

-level)Analytical mindset with focus on automation and optim izationAbility to balance operational urgency with long-term impro vementsCollaborative and cross-functional workin g style

Success

MetricsReduction in incident resolution tim e (MTTR)Improved SLA co mplianceReduction in recurring i ncidentsIncreased automation rate in Se rviceNowQuality and timeliness of incident reporting and PIR s

SummaryThis is a hybrid role requiring equal str ength in:Operational excellence (Incident Management le adership)Technical capability (ServiceNow administration & dev elopment)The idóneo candidate is someone who not only manages incidents effectively but also builds the platform enhancements that pre vent them

Abou t HCLTech

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate,



raising the bar for excellence on a reg ular basis.

We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creati vity.

Why Us?

We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry

-leading work.We are invested in your growth, offering learning and career development opportunities at every level to help you fi nd your spark.We offer freedom and flexibility on the job, empowering our employees to m ake decisions.We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.We offer the opportunity to work with colleagues acr oss the globe.We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognitio n and respect.

If you have a valid disability certificate, Certificate of Disability in Force, ple ase contact us.

Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

HCL 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.

📌 Incident Manager - ServiceNow (España)
🏢 HCLTech
📍 España