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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Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
