ServiceNow Incident Manager

Overview :

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global operator franchisor and licensor of hotel residential and timeshare properties. The company is primarily focused on management franchising and licensing of its lodging properties. It also occasionally develops acquires or renovates hotel and residential properties directly and through partnerships joint ventures and other business structures with third parties.

Position : ServiceNow Incident Manager

Location : Bethesda MD 20814

Duration : 12 Months

Job Type : Temporary Assignment

Work Type : Hybrid

Job Description : Position Summary

• The ServiceNow Incident Manager is responsible for overseeing the end-to-end lifecycle of IT incidents within the ServiceNow platform ensuring timely resolution minimizing business impact and maintaining high levels of service availability.
• This role acts as the central point of coordination for all incidents driving resolution efforts across cross-functional teams and ensuring clear communication with stakeholders with appropriate Teams (i.e. MTOC Deployment) as needed.

Key Responsibilities

Monitor triage and manage incidents from creation to closure within ServiceNow.

Ensure incidents are properly logged categorized prioritized and assigned.

Drive resolution of high-severity incidents (Sev 1 & 2) coordinating across technical and business teams.

Lead bridge calls and war rooms for critical incidents as needed.

Engage appropriate resolver groups and escalate as needed.

Provide timely updates to stakeholders and executive leadership.

Ensure adherence to ITIL-based incident management processes.

Maintain accurate incident records and documentation.

Generate and analyze incident trend reports to identify recurring issues and recommend improvements.

Act as the primary liaison between technical teams business units and external vendors (e.g. Amadeus Agilysys).

Facilitate post-incident reviews and root cause analysis.

Support knowledge article creation and updates based on incident learnings.

Leverage ServiceNow capabilities including templates dashboards and reporting to streamline incident handling.

Collaborate with ServiceNow administrators to enhance incident workflows and integrations.

Required Qualifications

Bachelors degree in Information Technology Computer Science or related field.

5 years of experience in IT Service Management with at least 2 years in an Incident Manager role.

Strong knowledge of ServiceNow platform and ITIL framework (certification preferred).

Proven ability to manage high-pressure situations and lead cross-functional teams.

Excellent communication organizational and analytical skills.

Preferred Qualifications

Familiarity with enterprise environments and large-scale IT operations.

Exposure to Agile or DevOps environments.

TekWissen Group is an equal opportunity Employer supporting workforce diversity.

Key Skills

Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management

Employment Type : Full Time

Experience : years

Vacancy : 1