ServiceNow ITSM Incident Manager

Emory Healthcare•Tucker, GA

8d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.
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.
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.
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.
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.