Incident Management Analyst

TekCommands • Atlanta, GA

18h

About The Position

We are looking for an Incident Manager with 8+ years of ITSM/Incident Management experience to manage major incidents and ensure timely resolution with minimal business impact. The ideal candidate should have strong hands-on experience with ServiceNow, including creating reports, dashboards, and analyzing incident metrics such as MTTR, SLA compliance, and incident trends. The candidate will prepare executive-level reports and presentations using Microsoft Office (especially PowerPoint) to communicate service performance and improvement opportunities. They should have a good understanding of ITIL Incident and Problem Management processes, excellent communication skills, and the ability to work under pressure.

Requirements

• 8+ years of ITSM/Incident Management experience
• Strong hands-on experience with ServiceNow
• Experience creating reports and dashboards in ServiceNow
• Experience analyzing incident metrics (MTTR, SLA compliance, incident trends)
• Experience preparing executive-level reports and presentations using Microsoft Office (especially PowerPoint)
• Good understanding of ITIL Incident and Problem Management processes
• Excellent communication skills
• Ability to work under pressure

Nice To Haves

• Experience with AI-driven automation
• Experience with Power BI/Tableau
• Experience with cloud platforms such as Azure or AWS

Responsibilities

• Managing the complete incident lifecycle
• Handling major incidents
• Ensuring SLA compliance
• Driving incident resolution
• Creating dashboards and reports in ServiceNow
• Analyzing incident trends, MTTR, and SLA metrics
• Providing actionable insights
• Developing executive-level presentations
• Visualizing data
• Communicating service performance to leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed