Incident Manager - Servicenow
Location
madrid, kingdom of spain
Job Type
Full-time
Category
Management
Posted
May 30, 2026
Incident Manager - Role Overview
Obtenga más información sobre las tareas generales relacionadas con esta oportunidad a continuación, así como sobre las habilidades requeridas.
Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.
Key Responsibilities
Design, maintain, and continuously improve the
Incident Management process
(ITIL aligned)
Create and update
process documentation and work instructions
Ensure proper
incident handling, prioritization, and SLA compliance
Act as
ServiceNow SME
for Incident Management (configuration, workflows, data quality)
Define and manage
SLAs, KPIs, and operational metrics
Develop and maintain
advanced analytics, dashboards, and reporting
(Performance Analytics)
Monitor and drive reduction of
incident backlog and aging tickets...
Obtenga más información sobre las tareas generales relacionadas con esta oportunidad a continuación, así como sobre las habilidades requeridas.
Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.
Key Responsibilities
Design, maintain, and continuously improve the
Incident Management process
(ITIL aligned)
Create and update
process documentation and work instructions
Ensure proper
incident handling, prioritization, and SLA compliance
Act as
ServiceNow SME
for Incident Management (configuration, workflows, data quality)
Define and manage
SLAs, KPIs, and operational metrics
Develop and maintain
advanced analytics, dashboards, and reporting
(Performance Analytics)
Monitor and drive reduction of
incident backlog and aging tickets...