ServiceNow Incident & ITIL Specialist

TechDigital Group; San Antonio (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

TechDigital Group is seeking a skilled professional to manage incidents and drive ITIL-based processes. You will validate analyses and reports for key stakeholders, participate in customer meetings to understand issues, and ensure resolution aligned with SLA commitments.

The role also involves validating change plans, supporting capacity planning, mentoring team members, preparing SOPs, and maintaining thorough documentation. Knowledge sharing and effective communication are essential to success.

Qualifications

• Experience in incident management and ITIL practices.
• Ability to validate analyses and reports for presenting to stakeholders.
• Maintain SOPs and documentation; share knowledge.
• Mentor administrators and team members.
• Ensure on-time resolution and quality compliance per SLA.

Responsibilities

• Validate analyses (Root Cause, Trend) and reports for key stakeholders.
• Participate in customer meetings to understand issues and ensure satisfaction.
• Validate change order implementation plans and human error compliance; assist in capacity planning.
• Mentor administrators and prepare SOPs, maintain documentation and share knowledge.
• Ensure on-time resolution and quality compliance of escalated tickets per SLA.

Skills

Incident management

ITIL practices

Root Cause Analysis

Trend Analysis

SLA compliance

Stakeholder communication

Mentoring team

SOP preparation

Documentation

Knowledge sharing

Tools

ServiceNow

Job description

TechDigital Group is seeking a skilled professional to manage incidents and drive ITIL-based processes. You will validate analyses and reports for key stakeholders, participate in customer meetings to understand issues, and ensure resolution aligned with SLA commitments.

The role also involves validating change plans, supporting capacity planning, mentoring team members, preparing SOPs, and maintaining thorough documentation. Knowledge sharing and effective communication are essential to success.