What are the responsibilities and job description for the ITSM Incident Manager position at Apex Systems?
Job Details
Job#: 2083604
Job Description:
Job Title: ITSM ServiceNow Incident Manager
Job Summary:
We are seeking a proactive and detail-oriented Incident and Problem Manager with expertise in ServiceNow to facilitate our Incident and Problem Mgt processes. This role is critical in ensuring rapid response, effective communication, and timely resolution of IT incidents and problems, minimizing business disruption, and maintaining service quality.
Key Responsibilities:
Oversee service restoration of all incident tickets.
Oversee root cause analysis (RCA) and remediation processes for all problem tickets.
Lead and facilitate the end-to-end management of P1 and P2 incidents, ensuring swift resolution and minimal business impact.
Facilitate knowledge transfer and hand-offs to MIMs during major incidents as needed.
Utilize ServiceNow to track, document, and escalate incidents according to defined SLAs and ITIL best practices.
Communicate incident and problem statuses clearly and regularly to stakeholders, including executive leadership, technical teams, and business units.
Continuously provide platform and process improvement feedback into the ServiceNow product teams.
Generate and present incident and problem reports, trend analysis, and performance metrics.
Ensure compliance with ITSM policies, procedures, and audit requirements.
Provide mentoring and training to others involved in Incident and Problem support processes.
Qualifications:
3 years of experience in IT Incident Management and Problem Management, preferably in a large-scale enterprise environment.
Strong hands-on experience with ServiceNow ITSM platform.
Solid understanding of ITIL framework, especially Incident, Problem, and Change Management.
Proven ability to manage high-pressure situations and lead cross-functional teams.
Excellent communication, coordination, and stakeholder management skills.
ITIL v3/v4 Foundation certification preferred.
Experience in Oil/Gas industry a plus.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Job Title: ITSM ServiceNow Incident Manager
Job Summary:
We are seeking a proactive and detail-oriented Incident and Problem Manager with expertise in ServiceNow to facilitate our Incident and Problem Mgt processes. This role is critical in ensuring rapid response, effective communication, and timely resolution of IT incidents and problems, minimizing business disruption, and maintaining service quality.
Key Responsibilities:
Oversee service restoration of all incident tickets.
Oversee root cause analysis (RCA) and remediation processes for all problem tickets.
Lead and facilitate the end-to-end management of P1 and P2 incidents, ensuring swift resolution and minimal business impact.
Facilitate knowledge transfer and hand-offs to MIMs during major incidents as needed.
Utilize ServiceNow to track, document, and escalate incidents according to defined SLAs and ITIL best practices.
Communicate incident and problem statuses clearly and regularly to stakeholders, including executive leadership, technical teams, and business units.
Continuously provide platform and process improvement feedback into the ServiceNow product teams.
Generate and present incident and problem reports, trend analysis, and performance metrics.
Ensure compliance with ITSM policies, procedures, and audit requirements.
Provide mentoring and training to others involved in Incident and Problem support processes.
Qualifications:
3 years of experience in IT Incident Management and Problem Management, preferably in a large-scale enterprise environment.
Strong hands-on experience with ServiceNow ITSM platform.
Solid understanding of ITIL framework, especially Incident, Problem, and Change Management.
Proven ability to manage high-pressure situations and lead cross-functional teams.
Excellent communication, coordination, and stakeholder management skills.
ITIL v3/v4 Foundation certification preferred.
Experience in Oil/Gas industry a plus.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
