Incident Management Consultant (Hybrid)

Securian Financial • Saint Paul, MN

3d • Hybrid

About The Position

The Incident Management Consultant serves as the process owner and subject matter expert for incident and major incident management within IT Service Management. This role is accountable for defining, governing, and continuously improving practices that protect enterprise service availability, minimize business disruption, and enable rapid restoration of services. The position leads and oversees major incident response across the full lifecycle, maintaining 24/7/365 availability for high-severity incidents and facilitating end-user and executive-facing communication during events. The consultant partners with technology and business leaders to ensure incidents are managed in alignment with enterprise business impact, risk tolerance, regulatory requirements, and service commitments. Additionally, the consultant develops and sustains capabilities for incident trending, problem identification, and availability reporting, translating operational data into insights for risk awareness, service reliability, and operational decision-making. Collaboration with Problem & Knowledge Management, REO operations and engineering teams, platform teams, and leadership is key to strengthening governance, transparency, and outcomes.

Requirements

• 3-5+ years expertise in incident management and major incident management, including governance models, escalation frameworks, and executive level communication during critical incidents.
• Strong working knowledge of problem management concepts, including trend analysis, recurrence identification, and collaboration with problem owners to drive root cause outcomes.
• 3-5+ years of advanced, hands on experience with ServiceNow ITSM, specifically Incident and Major Incident processes, SLAs, priority models, notifications, and reporting.
• Proven ability to design and maintain ServiceNow dashboards and analytics, including incident trends, problem indicators, service availability reporting, and operational risk insights.
• Strong understanding of SLA/OLA structures, service availability models, service criticality, priority matrices, categorization and taxonomy design, and tiered escalation models.
• Calm, accountable leadership under pressure: Leads major incidents with clear, authoritative communication, maintaining ownership and presence in 24/7/365 high visibility situations.
• Influential cross-functional coordination: Drives alignment and action across technology teams, problem owners, and business stakeholders without direct authority, using strong facilitation skills.
• Data-driven continuous improvement: Applies strong analytical thinking to translate incident and availability data into executive-ready insights, proactively driving measurable service reliability improvements.

Nice To Haves

• ITIL 4 Foundation/Specialist certification.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – IT Service Management (CIS‑ITSM).
• Experience using ServiceNow Performance Analytics to support incident trending, problem identification, and availability insights.
• Familiarity with integrating incident and availability data into problem management and service improvement workflows.
• Experience operating as a recognized subject matter expert within a complex, matrixed technology organization.
• Comfort operating in ambiguity and helping establish structure, standards, and governance in evolving or maturing operating models.
• Cross-Functional Collaboration
• Cross-Functional Coordination
• Incident Management
• Problem Solving
• ServiceNow Platform

Responsibilities

• Own and govern end-to-end incident management, including process design, governance standards, operating procedures, and continuous improvement.
• Serve as the authoritative point of accountability for how incidents are identified, prioritized, escalated, communicated, and managed through resolution.
• Support and lead major incident response and communication, partnering with on-call technology leaders and coordinating cross-functional service restoration.
• Act as the incident management SME and lead executive and business-facing communications with consistent, timely, and accurate updates.
• Participate in 24/7/365 on-call rotation and engage stakeholders and executives after hours to support decision-making during high-impact events.
• Establish standards, enforce adherence, and manage escalations for incident execution across internal teams and external service providers.
• Oversee adherence to escalation models, runbooks, and operational standards.
• Serve as the escalation point for process, communication, and cross-domain coordination issues impacting enterprise operations.
• Develop data-driven insight and improvement capabilities by designing, implementing, and enhancing incident trending, problem identification, and availability reporting using ServiceNow data.
• Identify recurring incidents, systemic issues, service availability risks, and reliability trends to inform problem management engagement and corrective actions.
• Align practices with enterprise priorities and governance by partnering with technology leadership and business stakeholders.
• Contribute to governance forums, prepare leadership-level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes.

Benefits

• Paid time off: PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. Additional PTO is provided the longer you stay at Securian.
• Leave programs: Flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan: Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent.
• Health insurance: Medical, dental and vision coverage are available from the first day of employment for associates and their eligible family members.
• Volunteer time: Company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program.
• Associate Resource Groups: Groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial, Securian Young Professionals Network, Securian Multicultural Network, Securian Women and Allies Network, Servicemember Associate Resource Group.

What This Job Offers

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