ServiceNow Incident Management Process Owner

About the role

The ServiceNow Incident Management Process Owner will lead the governance, design, and continual improvement of the Incident Management process within Accenture's ServiceNow platform. This 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 process lifecycle, including policies, standards, procedures, and controls.
• Maintain and approve Incident Management documentation such as SOPs, workflows, and configuration in ServiceNow.
• Define, track, and report KPIs and SLAs; monitor process health and perform trend analysis.
• Lead a team that conducts Incident Quality Assurance checks.
• Ensure audit‑ready documentation, collaborate with GRC and audit teams, and remediate findings.
• Define RACI, support training and onboarding for support and resolver teams.
• Drive continual improvement initiatives, automation, and optimization of the Incident Management process.

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 Incident Management configuration
• ITIL v4 framework
• IT Service Management (ITSM) processes

What we offer

• Opportunity to work with a global leader in digital transformation and AI.
• Access to cutting‑edge technologies and a collaborative, inclusive culture.
• Professional development and continuous learning resources.