*Securian Financial Group’s internal position title isInfrastructure Consultant.

Position Summary:

The Incident Management Consultant serves as the process owner and subject matter expert for incident and major incident management within IT Service Management, accountable for defining, governing, and continuously improving practices that protect enterprise service availability, minimize business disruption, and enable rapid restoration of services relied upon across the organization.

The role leads and oversees major incident response across the full lifecycle, including maintaining 24/7/365 availability for high-severity incidents, and facilitates end-user and executive-facing communication during both business and after-hours events. The consultant partners closely with technology and business leaders to ensure incidents are managed in alignment with enterprise business impact, risk tolerance, regulatory requirements, and service commitments affecting both customer-facing and internal operations.

In addition to operational leadership, the consultant develops and sustains capabilities for incident trending, problem identification, and availability reporting, translating operational data into insights that support enterprise risk awareness, service reliability, and operational decision-making. The role collaborates closely with Problem & Knowledge Management, REO operations and engineering teams, platform teams, and leadership to strengthen governance, transparency, and outcomes that extend beyond IT into broader business performance.

Responsibilities include but not limited to:

• Own and govern end-to-end incident management: Lead process design, governance standards, operating procedures, and continuous improvement for incident and major incident management; serve as the authoritative point of accountability for how incidents are identified, prioritized, escalated, communicated, and managed through resolution to ensure consistent execution, business continuity, and organizational resilience.
• Support and lead major incident response and communication: Partner with on-call technology leaders coordinating cross-functional service restoration while acting as the incident management SME; lead executive and business-facing communications with consistent, timely, and accurate updates aligned to standards, including 24/7/365 participation and after-hours stakeholder and executive engagement to support informed decision-making during high-impact events.
• Establish standards, enforce adherence, and manage escalations: Define clear expectations for incident execution across internal teams and external service providers; oversee adherence to escalation models, runbooks, and operational standards; and serve as the escalation point for process, communication, and cross-domain coordination issues impacting enterprise operations.
• Develop data-driven insight and improvement capabilities: Design, implement, and continuously enhance incident trending, problem identification, and availability reporting using ServiceNow data to identify recurring incidents, systemic issues, service availability risks, and reliability trends; use these insights to inform problem management engagement, corrective actions, and continuous improvement initiatives that improve service reliability and reduce operational risk across technology and business services.
• Align practices with enterprise priorities and governance: Partner with technology leadership and business stakeholders to ensure incident, major incident, and availability practices align with enterprise business priorities and service commitments; contribute to governance forums, prepare leadership-level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes that support organizational objectives.

Qualifications:

• 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.

Preferred Qualifications:

• ITIL 4 Foundation/Specialist certification.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist 6 IT Service Management (CISITSM).
• 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.

#LI-Hybrid**This position willhave a hybrid working arrangement, workingin-officefor a minimum of3days aweek.**

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. Ifyouina commutable distance (90 minutes)youjoin us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

Preferred Skills: