Job Description

Project Overview

Client is seeking an experienced ServiceNow Incident Manager to support live production applications as part of the Digital Transformation team. This role will lead incident intake, coordination, and resolution, ensuring issues are handled quickly with minimal business disruption. The role focuses on ServiceNow usage, communication, and cross-team collaboration rather than development or configuration work.

Key Responsibilities

• Monitor, triage, and manage incidents from creation through closure in ServiceNow
• Ensure accurate logging, prioritization, assignment, and documentation of incidents
• Lead resolution of high-severity issues (Sev 1 & Sev 2) and coordinate across technical and business teams
• Host bridge calls and war rooms for critical incidents
• Escalate issues and engage appropriate resolver groups
• Provide timely status updates to stakeholders and leadership
• Follow ITIL-based incident management practices
• Track and report on incident trends; recommend improvements
• Lead post-incident reviews and root-cause analysis
• Support knowledge base updates based on incident findings
• Use ServiceNow dashboards, reports, and templates to streamline processes
• Work with ServiceNow admins to optimize workflows and integrations (no development)

Required Qualifications

• Bachelor's degree in IT, Computer Science, or a related field
• 5+ years of IT Service Management experience, including 2+ years as an Incident Manager
• Strong hands-on ServiceNow experience (reporting, dashboards, intake, tracking)
• Familiarity with ITIL processes (certification preferred but not required)
• Proven ability to manage high-pressure situations and guide cross-functional teams
• Strong communication, coordination, and analytical skills

Work Environment

• Hybrid or remote within the Washington, DC metro area
• Local to Bethesda, MD highly preferred

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