Incident Management Consultant (Hybrid)
$89,000–$164,300 year
Hybrid · Saint Paul, Minnesota, United States
Job Summary
Incident Management Consultant leads end-to-end incident and major incident management for a 24/7/365 environment, establishing governance, runbooks, and executive communications. Partners with Problem & Knowledge Management, REO operations, and engineering to improve incident trending, availability reporting, and enterprise risk awareness, using ServiceNow ITSM to design dashboards, monitor SLAs/OLAs, and drive continuous service reliability improvements in a hybrid work setting.
Required Qualifications
- 3-5+ years expertise in incident management and major incident management, including governance models, escalation frameworks, and executive level communication during critical incidents
- Strong working knowledge of problem management concepts, including trend analysis, recurrence identification, and collaboration with problem owners to drive root cause outcomes
- 3-5+ years of advanced, hands on experience with ServiceNow ITSM, specifically Incident and Major Incident processes, SLAs, priority models, notifications, and reporting
- Proven ability to design and maintain ServiceNow dashboards and analytics, including incident trends, problem indicators, service availability reporting, and operational risk insights
- Strong understanding of SLA/OLA structures, service availability models, service criticality, priority matrices, categorization and taxonomy design, and tiered escalation models
- Calm, accountable leadership under pressure: Leads major incidents with clear, authoritative communication, maintaining ownership and presence in 24/7/365 high visibility situations
- Influential cross-functional coordination: Drives alignment and action across technology teams, problem owners, and business stakeholders without direct authority, using strong facilitation skills
- Data-driven continuous improvement: Applies strong analytical thinking to translate incident and availability data into executive-ready insights, proactively driving measurable service reliability improvements
- Preferred Qualifications: ITIL 4 Foundation/Specialist certification. ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – IT Service Management (CIS‐ITSM). Experience using ServiceNow Performance Analytics to support incident trending, problem identification, and availability insights
- Familiarity with integrating incident and availability data into problem management and service improvement workflows
- Experience operating as a recognized subject matter expert within a complex, matrixed technology organization
- Comfort operating in ambiguity and helping establish structure, standards, and governance in evolving or maturing operating models
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.