ServiceNow ITSM Incident Manager

Benefits

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

Ongoing mentorship, development, leadership programs...and more! Remote position, however candidates must reside in one of the following states:
Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

Be inspired. Be valued. Belong.

Emory Healthcare is seeking a Service Now ITSM Incident Manager to serve as a subject matter expert and operational leader for the Incident Management practice. This role is an individual contributor with strong leadership accountability, responsible for overseeing Incident Management operations, on-call coordination, and continual service improvement in alignment with ITIL and ITSM best practices.

The ideal candidate is self-motivated, highly driven, and comfortable leading through influence, with deep hands‑on expertise in Service Now Incident Management, SLA governance, monitoring, analytics, and reporting. This role partners closely with Digital teams, operational support groups, and leadership to ensure incidents are effectively managed, clearly communicated, resolved efficiently, and continuously improved.

• Serve as the Incident Management Subject Matter Expert (SME) within the Service Now platform.
• Own, define, and reinforce Incident Management processes, standards, and procedures across the organization.
• Oversee the full incident lifecycle, ensuring proper logging, categorization, prioritization, assignment, escalation, resolution, and closure.
• Ensure compliance with established SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
• Partner with Digital teams to define clear, measurable, and reportable SLA and OLA standards.
• Manage and support on‑call schedules, including participation in the on‑call rotation.
• Ensure operational readiness and appropriate coverage for on‑call support.
• Maintain timely, accurate, and consistent communication with stakeholders throughout the incident lifecycle.
• Serve as an escalation point for complex incidents and operational challenges.

• Ensure incidents are documented and managed in accordance with defined Service Now workflows and quality standards.
• Monitor incident queues, SLA performance, and quality metrics to identify trends and risks.
• Develop and maintain KPIs, dashboards, and reports using Service Now Platform Analytics and Performance Analytics.
• Translate operational data into executive‑ready insights to support decision‑making and risk mitigation.
• Partner with monitoring and operations teams to improve alerting, detection, and system integrations.
• Maintain documentation repositories, reporting artifacts, and training materials using SharePoint and collaboration tools.

• Define, document, and maintain Incident Management processes and quality standards.
• Establish and sustain a quality management framework, including audits and corrective actions.
• Analyze incident trends, repeat incidents, and SLA breaches to identify systemic issues.
• Recommend process, tooling, staffing, and operational improvements based on data insights.
• Lead continual service improvement initiatives to enhance service effectiveness and customer experience.
• Collaborate with Problem, Change, Request, and Knowledge Management to ensure end‑to‑end ITSM alignment.
• Research and recommend industry best practices to enhance governance and workflows.

• Act as a strategic business partner for Incident Management stakeholders.
• Develop and deliver role‑based training for ITSM users and support teams.
• Provide coaching on incident handling, documentation standards, and…