Incident Manager - ServiceNow
Location
valencia, comunidad valenciana
Job Type
Full-time
Category
Other-General
Posted
May 25, 2026
Incident Manager - Role Overview 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 Ensure alignment and adoption across Service Desk and Technical Teams
Required Skills Strong experience in
Incident Management...
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 Ensure alignment and adoption across Service Desk and Technical Teams
Required Skills Strong experience in
Incident Management...