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
Job Description: 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
Ser

📌 ServiceNow Developer (España)
🏢 HCLTech
📍 España