Job Description

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

• Bachelor's 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.

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