SME - Incident Management, ServiceNow

Job Summary

 Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Key Responsibilities

 Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Skill Requirements

 Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Other Requirements

 Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.