ServiceNow ITSM Incident Manager

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At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorship and leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

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Remote position however candidates must reside in one of the following states: Alabama Arkansas Florida Georgia Illinois Louisiana Michigan New Hampshire North Carolina Ohio Pennsylvania South Carolina Tennessee Texas Virginia or Wisconsin.

Emory Healthcare is seeking a ServiceNow ITSM Incident Manager to serve as a subject matter expert and operational leader for the Incident Management practice. This role is an individual contributor with strong leadership accountability responsible for overseeing Incident Management operations on-call coordination and continual service improvement in alignment with ITIL and ITSM best practices.

The ideal candidate is self-motivated highly driven and comfortable leading through influence with deep hands-on expertise in ServiceNow Incident Management SLA governance monitoring analytics and reporting. This role partners closely with Digital teams operational support groups and leadership to ensure incidents are effectively managed clearly communicated resolved efficiently and continuously improved.

RESPONSIBILITIES:

• Serve as the Incident Management Subject Matter Expert (SME) within the ServiceNow platform.
• Own define and reinforce Incident Management processes standards and procedures across the organization.
• Oversee the full incident lifecycle ensuring proper logging categorization prioritization assignment escalation resolution and closure.
• Ensure compliance with established SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
• Partner with Digital teams to define clear measurable and reportable SLA and OLA standards.
• Manage and support on-call schedules including participation in the on-call rotation.
• Ensure operational readiness and appropriate coverage for on-call support.
• Maintain timely accurate and consistent communication with stakeholders throughout the incident lifecycle.
• Serve as an escalation point for complex incidents and operational challenges.

ServiceNow Platform Monitoring & Analytics:

• Ensure incidents are documented and managed in accordance with defined ServiceNow workflows and quality standards.
• Monitor incident queues SLA performance and quality metrics to identify trends and risks.
• Develop and maintain KPIs dashboards and reports using ServiceNow Platform Analytics and Performance Analytics.
• Translate operational data into executive-ready insights to support decision-making and risk mitigation.
• Partner with monitoring and operations teams to improve alerting detection and system integrations.
• Maintain documentation repositories reporting artifacts and training materials using SharePoint and collaboration tools.

Process Governance & Continuous Improvement:

• Define document and maintain Incident Management processes and quality standards.
• Establish and sustain a quality management framework including audits and corrective actions.
• Analyze incident trends repeat incidents and SLA breaches to identify systemic issues.
• Recommend process tooling staffing and operational improvements based on data insights.
• Lead continual service improvement initiatives to enhance service effectiveness and customer experience.
• Collaborate with Problem Change Request and Knowledge Management to ensure end-to-end ITSM alignment.
• Research and recommend industry best practices to enhance governance and workflows.

Leadership Training & Enablement:

• Act as a strategic business partner for Incident Management stakeholders.
• Develop and deliver role-based training for ITSM users and support teams.
• Provide coaching on incident handling documentation standards and escalation protocols.
• Support onboarding and operational readiness for new team members.

Operational Support:

• Support incident reviews reporting and follow-up activities.
• Review customer and employee feedback and address improvement opportunities.
• Participate in ITSM initiatives and cross-functional projects.
• Perform additional duties as assigned.

PREFERRED QUALIFICATIONS:

• ITIL Foundation Certification
• Strong expertise in ServiceNow Incident Management workflows and operational reporting
• Experience with SLA management monitoring and operational performance tracking
• Hands-on experience with ServiceNow Platform Analytics and Performance Analytics
• Power BI experience for dashboard creation and executive reporting
• Strong proficiency with SharePoint for documentation reporting and collaboration
• Experience developing and delivering ITSM training materials
• Demonstrated ability to lead through influence and collaborate across technical and business teams
• Strong analytical organizational and communication skills
• High level of accountability attention to detail and follow-through
• Demonstrated experience developing leadership manager director and executive-level dashboards that provide actionable visibility into ITSM and Incident Management performance
• Proven ability to translate complex operational data into clear concise and meaningful insights for non-technical audiences
• Develop and maintain role-based dashboards for leadership managers directors and executive stakeholders to ensure clear visibility into Incident Management performance.

MINIMUM QUALIFICATIONS:

• Bachelors Degree in IT related field.
• 7 years of Information Technology experience.
• ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.