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Incident Manager (ITSM & ServiceNow Analytics)

00068685811

Incident Manager (ITSM & ServiceNow Analytics)

Location: Atlanta, GA (Hybrid)

Experience: 5+ years

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

About the Role

We are seeking a highly analytical and experienced Incident Manager to lead end-to-end incident management processes while leveraging ServiceNow data, reporting, and analytics to drive continuous service improvement. This role requires a unique blend of technical operations expertise, data storytelling, and stakeholder communication, along with exposure to AI-driven IT operations.

Key Responsibilities

Incident & Major Incident Management

  • Manage the complete incident lifecycle (logging, categorization, prioritization, resolution, and closure)
  • Lead Major Incident (P1/P2) bridges, ensuring rapid resolution and minimal business impact
  • Drive SLA compliance and escalation management
  • Conduct Major Incident Reviews (MIRs) and implement corrective actions

ServiceNow Reporting & Analytics

  • Develop and maintain ServiceNow dashboards, KPIs, and reports
  • Analyze:
    • MTTR (Mean Time to Resolve)
    • SLA compliance
    • Incident trends and backlog
    • Recurring incident patterns
  • Provide actionable insights to improve service delivery and performance

Executive Reporting & Communication

  • Create executive-level PowerPoint presentations for service reviews
  • Present:
    • Incident trends and patterns
    • Problem areas and risks
    • Performance insights and recommendations
  • Translate complex operational data into clear, business-focused insights

Problem Management & Continuous Improvement

  • Identify root causes and recurring issues
  • Partner with Problem Management teams to drive incident reduction
  • Lead initiatives focused on process optimization and automation

AI & Automation Enablement

  • Support AI-driven incident categorization and resolution recommendations
  • Identify and drive automation opportunities within ITSM workflows
  • Collaborate with cross-functional teams on AI/ML initiatives

Required Qualifications

Experience

  • 5–7+ years of experience in Incident Management / ITSM
  • Proven experience managing Major Incidents in enterprise environments

Technical Skills

  • Strong understanding of incident lifecycle management
  • Hands-on experience with ServiceNow (reporting, dashboards, incident modules)
  • Solid knowledge of ITIL framework (Incident & Problem Management)
  • Strong data analysis and reporting skills
  • Experience creating insight-driven presentations (PowerPoint)

Soft Skills

  • Strong decision-making in high-pressure situations
  • Excellent communication and stakeholder management
  • Ability to translate technical data into business insights

Preferred Qualifications

  • ITIL v3/v4 Certification
  • Experience with Power BI or Tableau
  • Exposure to cloud platforms (Azure or AWS)
  • Familiarity with AI/automation in IT operations

Key Success Metrics (KPIs)

  • Improvement in MTTR
  • High SLA compliance
  • Reduction in incident volume and recurrence
  • Quality and impact of reporting and insights
  • Contribution to automation and AI initiatives

Applications will be accepted until 5/29/2026

The annual salary for this position is between $49,001– $90,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and is subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical/Dental/Vision/Life Insurance

· Paid holidays plus Paid Time Off

· 401(k) plan and contribution

· Long-term/Short-term Disability

· Paid Parental Leave

· Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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What we offer

  • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
  • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
  • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
  • A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
  • Flexible health and financial benefits to support you and your eligible dependents—from day one.
  • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Your path to Cognizant

Wondering what to expect after you apply? Here’s a peek at our recruitment process—and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.

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Step 1: Application

Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.

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Step 2: Recruiter call

If one of our recruiters sees a fit, they’ll set up a short introductory call to learn more about you and how your experiences and skills align with the role.

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Step 3: Interview(s)

If you and our team would like to continue the process, you’ll meet with one of our hiring managers. Some roles may also require technical assessments and/or client interviews.

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Step 4: Final decision

Our hiring team will then review each candidates’ potential to succeed in the role. This process may take some time because we want to get it right—but you can count on us to keep you updated.

Benefits that help you thrive and grow

Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people—so they can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

Financial wellbeing

We regularly review market data to ensure compensation is competitive and reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, discount programs, etc.

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Physical and mental wellbeing

Physical and mental wellbeing

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

Your career, your way

With 90% of our associates building skills through GenAI training, job shadowing, industry certifications and more, you have everything you need to build a full career.

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Real-world impact

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

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"Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.”
Debashish Mishra SAP MM Developer
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"Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be."
Laura Reynaud Lead Counsel
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“I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!”
Lucas Hoffman Consultant
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“When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.”
Sujatha Gopalakrishnan Portfolio Delivery Lead
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"Nobody here says ‘that’s not my job.’ People just help. That’s the entrepreneurial culture that makes me stay at Cognizant.”
Paulo Miguel Epili Sr. Process Executive

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