Apex Systems
ITSM ServiceNow Incident Manager
We are seeking a proactive and detail-oriented Incident and Problem Manager with expertise in ServiceNow to facilitate our Incident and Problem Management processes. This role is critical in ensuring rapid response, effective communication, and timely resolution of IT incidents and problems, minimizing business disruption, and maintaining service quality. Key Responsibilities: Oversee service restoration of all incident tickets. Oversee root cause analysis (RCA) and remediation processes for all problem tickets. Lead and facilitate the end-to-end management of P1 and P2 incidents, ensuring swift resolution and minimal business impact. Facilitate knowledge transfer and hand-offs to MIMs during major incidents as needed. Utilize ServiceNow to track, document, and escalate incidents according to defined SLAs and ITIL best practices. Communicate incident and problem statuses clearly and regularly to stakeholders, including executive leadership, technical teams, and business units. Continuously provide platform and process improvement feedback into the ServiceNow product teams. Generate and present incident and problem reports, trend analysis, and performance metrics. Ensure compliance with ITSM policies, procedures, and audit requirements. Provide mentoring and training to others involved in Incident and Problem support processes. Qualifications: 3+ years of experience in IT Incident Management and Problem Management, preferably in a large-scale enterprise environment. Strong hands-on experience with ServiceNow ITSM platform. Solid understanding of ITIL framework, especially Incident, Problem, and Change Management. Proven ability to manage high-pressure situations and lead cross-functional teams. Excellent communication, coordination, and stakeholder management skills. ITIL v3/v4 Foundation certification preferred. Experience in Oil/Gas industry a plus. EEO Employer
We are seeking a proactive and detail-oriented Incident and Problem Manager with expertise in ServiceNow to facilitate our Incident and Problem Management processes. This role is critical in ensuring rapid response, effective communication, and timely resolution of IT incidents and problems, minimizing business disruption, and maintaining service quality. Key Responsibilities: Oversee service restoration of all incident tickets. Oversee root cause analysis (RCA) and remediation processes for all problem tickets. Lead and facilitate the end-to-end management of P1 and P2 incidents, ensuring swift resolution and minimal business impact. Facilitate knowledge transfer and hand-offs to MIMs during major incidents as needed. Utilize ServiceNow to track, document, and escalate incidents according to defined SLAs and ITIL best practices. Communicate incident and problem statuses clearly and regularly to stakeholders, including executive leadership, technical teams, and business units. Continuously provide platform and process improvement feedback into the ServiceNow product teams. Generate and present incident and problem reports, trend analysis, and performance metrics. Ensure compliance with ITSM policies, procedures, and audit requirements. Provide mentoring and training to others involved in Incident and Problem support processes. Qualifications: 3+ years of experience in IT Incident Management and Problem Management, preferably in a large-scale enterprise environment. Strong hands-on experience with ServiceNow ITSM platform. Solid understanding of ITIL framework, especially Incident, Problem, and Change Management. Proven ability to manage high-pressure situations and lead cross-functional teams. Excellent communication, coordination, and stakeholder management skills. ITIL v3/v4 Foundation certification preferred. Experience in Oil/Gas industry a plus. EEO Employer