Lead, Incident Management Process; ServiceNow

Lead, Incident Management Process (Service Now)

The Lead, Incident Management Process will play a pivotal role within the Enterprise Service Management (ESM) office, overseeing the incident management process. This role is essential for ensuring the effective resolution of incidents to minimize impact on business operations through the design, implementation, and continual improvement of the incident management process. The position will be based in Atlanta.

As a key leader in the IT Service Management (ITSM) function, the Lead will partner with cross‑functional teams, including Service Now platform owners, other ITSM process leads, and Product Management, to ensure the incident management process is tightly aligned with enterprise service strategies and platform capabilities. The role demands deep experience in ITSM process design, strong governance acumen, and a passion for continuous improvement.

• Own and manage the end‑to‑end incident management and major incident processes across the enterprise, ensuring alignment with ITIL best practices and organizational goals.

• Participate in the design, implementation, and evolution of incident workflows and configurations that deliver consistent, timely, and effective issue resolution.

• Collaborate with the other ITSM process leads to ensure incident management process alignment with the broader service management objectives.

• Ensure incident management practices support varying incident severities and priorities, while balancing efficiency with appropriate governance.

• Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the incident management and major incident management processes.

• Identify and lead initiatives to streamline workflows, remove bottlenecks, reduce incident resolution time, and improve overall process quality.

• Leverage data and analytics to assess performance, uncover trends, and drive data‑informed decisions that elevate process maturity and efficiency.

• Implement best practices and automation strategies using the Service Now platform to enhance self‑service capabilities and reduce manual effort.

• Act as the primary liaison for the incident management and major incident processes, collaborating closely with IT operations teams, business units, and process owners across the service management landscape.

• Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to incident management capabilities and enhancements.

• Build strong relationships with platform, compliance, risk, and operations stakeholders to ensure process alignment with technical architecture, policy, and business needs.

• Communicate process strategy, progress, and value to a broad audience, securing buy‑in from senior leadership and delivery teams.

• Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned.

• Stay abreast of industry trends, ITSM/ITOM/ITAM best practices, and emerging Service Now features that can be leveraged to modernize incident management.

• Lead periodic reviews and health checks of the process to ensure effectiveness, scalability, and relevance in a changing technology and business landscape.

• Coach teams on process best practices, compliance expectations, and the effective use of incident management tools and reports.

• 6+ years of professional experience in IT Service Management, with a strong focus on process analysis, optimization, and documentation.

• In‑depth knowledge of ITIL practices, particularly incident management and major incident management, and demonstrated experience applying them in large‑scale enterprise environments.

• Hands‑on experience working with Service Now required, including reporting, dashboard creation, and ITSM module familiarity (Incident, Change, Problem, Knowledge, CMDB, etc.).

• Experience in developing and maintaining process documentation, workflow diagrams, and training materials.

• Strong problem‑solving skills and the ability to optimize complex processes.

• Excellent communication and collaboration skills, with the ability to…