Job Summary:
We are seeking a Senior Incident Management Systems Analyst to support the evolution and maturity of our Incident Management Practice. This role is responsible for improving Incident Management processes, automating manual activities, and driving strategies that reduce incident frequency and impact across IT. The ideal candidate brings deep experience in ITIL v4 Incident Management, strong process design and analytical skills, and the ability to translate improvement strategy into practical, scalable solutions. While ServiceNow and supporting tools are key enablers, the primary focus of this role is process effectiveness, operational efficiency, and measurable improvement outcomes.
Key Responsibilities:
• Design and implement improvements across the full Incident Management lifecycle aligned to ITIL v4.
• Improve incident coordination and communication by implementing Service Operations Workspace, Statuspage, Zoom, and Microsoft Teams.
• Identify and eliminate manual or inefficient Incident Management activities through automation.
• Drive standardization and governance of Incident Management practices across IT.
• Translate process and policy requirements into enabling platform solutions, primarily ServiceNow.
Required Qualifications:
• Bachelor's degree or equivalent experience.
• 8+ years of experience in IT operations, service management, or systems/process analysis.
• Proven experience leading Incident Management process improvements.
• Strong knowledge of ITIL v4 Incident Management and related practices.
• Demonstrated success automating operational processes.
• Ability to work independently and influence across teams.
Preferred Qualifications:
• ITIL v4 certification.
• Six Sigma or continuous improvement training.
• Hands-on experience with ServiceNow Incident Management.
• Experience with incident communication and collaboration tooling.
