ServiceNow Incident Manager
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
06-11-2025
Vacancies:
1 Vacancy
Job Summary
Project Overview
Client is seeking an experienced ServiceNow Incident Manager to support live production applications as part of the Digital Transformation team. This role will lead incident intake coordination and resolution ensuring issues are handled quickly with minimal business disruption. The role focuses on ServiceNow usage communication and cross-team collaboration rather than development or configuration work.
Key Responsibilities
- Monitor triage and manage incidents from creation through closure in ServiceNow
- Ensure accurate logging prioritization assignment and documentation of incidents
- Lead resolution of high-severity issues (Sev 1 & Sev 2) and coordinate across technical and business teams
- Host bridge calls and war rooms for critical incidents
- Escalate issues and engage appropriate resolver groups
- Provide timely status updates to stakeholders and leadership
- Follow ITIL-based incident management practices
- Track and report on incident trends; recommend improvements
- Lead post-incident reviews and root-cause analysis
- Support knowledge base updates based on incident findings
- Use ServiceNow dashboards reports and templates to streamline processes
- Work with ServiceNow admins to optimize workflows and integrations (no development)
Required Qualifications
- Bachelors degree in IT Computer Science or a related field
- 5 years of IT Service Management experience including 2 years as an Incident Manager
- Strong hands-on ServiceNow experience (reporting dashboards intake tracking)
- Familiarity with ITIL processes (certification preferred but not required)
- Proven ability to manage high-pressure situations and guide cross-functional teams
- Strong communication coordination and analytical skills
Work Environment
- Hybrid or remote within the Washington DC metro area
- Local to Bethesda MD highly preferred
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
