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
2. 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,

📌 Incident Manager (España)
🏢 HCLTech
📍 España