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 6/18/2026
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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Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
