ServiceNow Incident Management Process Owner

About the role

Accenture is seeking a ServiceNow Incident Management Process Owner to lead the governance, design, and continuous improvement of the Incident Management process on the ServiceNow platform. The role ensures incidents are handled consistently, services are restored quickly, and business impact is minimized while adhering to ITIL best practices and audit requirements.

Key responsibilities

• Own the end‑to‑end Incident Management lifecycle, including policies, standards, procedures, and controls.
• Define, maintain, and approve Incident Management documentation such as SOPs and workflows.
• Manage the configuration of Incident Management in ServiceNow, including lifecycle states, categorization, prioritization, SLAs, and dashboards.
• Review and approve any ServiceNow changes that affect incident processes.
• Define and track KPIs and SLAs, monitor process health, and perform trend analysis.
• Lead a team that conducts Incident Quality Assurance checks.
• Maintain audit‑ready documentation, partner with GRC and audit teams, and remediate findings.
• Define RACI, support training and onboarding, and drive continual improvement initiatives.

Required profile

• Proven experience in IT Service Management with a strong focus on Incident Management.
• Hands‑on governance experience with ServiceNow Incident Management.
• Solid knowledge of ITIL v4 practices.
• Experience supporting audit and compliance controls.

Required skills

• ServiceNow
• ITIL v4
• Incident Management