Website Open Systems Technologies
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 Marriot 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.
Work Environment
Hybrid or remote work options available.
Washington, DC area preferred