Incident Management Consultant (Hybrid)

hq; Saint Paul (MN); On-site; USD 90,000 - 150,000; Full time

Job summary

Securian Financial Group is seeking an Infrastructure Consultant to lead incident and major incident management across IT services. The role ensures rapid restoration, 24/7 availability for high-severity incidents, and executive communications during events.

The consultant partners with technology and business leaders to align incident practices with business impact, risk tolerance, and service commitments, while enhancing governance and visibility enterprise-wide.

Qualifications

• 3-5+ years of incident management and major incident management experience, including governance models and executive communication during critical incidents.
• Strong knowledge of problem management concepts, trend analysis, and collaboration with problem owners.
• 3-5+ years hands-on experience with ServiceNow ITSM including incident, major incident processes, SLAs, notifications, and reporting.
• Proven ability to design and maintain ServiceNow dashboards and analytics for incident trends and availability reporting.
• Understanding of SLA/OLA structures and escalation models.

Responsibilities

• Own and govern end-to-end incident management: design governance standards, operating procedures, and ensure consistent execution for business continuity.
• Lead major incident response and communication with on-call technology leaders and executive stakeholders, including 24/7/365 involvement.
• Define escalation models, runbooks, and operational standards; serve as escalation point for cross-domain issues.
• Develop data-driven insights using ServiceNow data to identify recurring incidents and reliability risks; drive improvements.
• Align incident practices with enterprise priorities and governance; contribute to leadership reporting and governance forums.

Skills

Incident management

Major incident management

Executive communication

ServiceNow ITSM

Data analytics

Governance

Tools

ServiceNow

Dashboards

Job description

Securian Financial Group's internal position title is Infrastructure Consultant.

Position Summary

The Incident Management Consultant serves as the process owner and subject matter expert for incident and major incident management within IT Service Management, accountable for defining, governing, and continuously improving practices that protect enterprise service availability, minimize business disruption, and enable rapid restoration of services relied upon across the organization.

The role leads and oversees major incident response across the full lifecycle, including maintaining 24/7/365 availability for high-severity incidents, and facilitates end-user and executive-facing communication during both business and after-hours events. The consultant partners closely with technology and business leaders to ensure incidents are managed in alignment with enterprise business impact, risk tolerance, regulatory requirements, and service commitments affecting both customer-facing and internal operations.

In addition to operational leadership, the consultant develops and sustains capabilities for incident trending, problem identification, and availability reporting, translating operational data into insights that support enterprise risk awareness, service reliability, and operational decision-making. The role collaborates closely with Problem & Knowledge Management, REO operations and engineering teams, platform teams, and leadership to strengthen governance, transparency, and outcomes that extend beyond IT into broader business performance.

Responsibilities

• Own and govern end-to-end incident management: Lead process design, governance standards, operating procedures, and continuous improvement for incident and major incident management; serve as the authoritative point of accountability for how incidents are identified, prioritized, escalated, communicated, and managed through resolution to ensure consistent execution, business continuity, and organizational resilience.
• Support and lead major incident response and communication: Partner with on-call technology leaders coordinating cross-functional service restoration while acting as the incident management SME; lead executive and business-facing communications with consistent, timely, and accurate updates aligned to standards, including 24/7/365 participation and after-hours stakeholder and executive engagement to support informed decision-making during high-impact events.
• Establish standards, enforce adherence, and manage escalations: Define clear expectations for incident execution across internal teams and external service providers; oversee adherence to escalation models, runbooks, and operational standards; and serve as the escalation point for process, communication, and cross-domain coordination issues impacting enterprise operations.
• Develop data-driven insight and improvement capabilities: Design, implement, and continuously enhance incident trending, problem identification, and availability reporting using ServiceNow data to identify recurring incidents, systemic issues, service availability risks, and reliability trends; use these insights to inform problem management engagement, corrective actions, and continuous improvement initiatives that improve service reliability and reduce operational risk across technology and business services.
• Align practices with enterprise priorities and governance: Partner with technology leadership and business stakeholders to ensure incident, major incident, and availability practices align with enterprise business priorities and service commitments; contribute to governance forums, prepare leadership-level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes that support organizational objectives.
• Influential cross-functional coordination: Driv

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: Driv