Administrator - Incident Management, ServiceNow

This role focuses on enhancing operational efficiency through incident management using ITIL best practices and tools such as ServiceNow and BMC Remedy. You will manage incident resolution while ensuring adherence to quality standards and regulatory requirements, and provide on-call support for escalated issues including thorough root cause analysis. The position involves contributing to continuous improvement initiatives by updating and managing the knowledge base and providing training and coaching to new analysts. You will independently resolve incidents within agreed service level agreements (SLAs) for ticket volume and response time, and work to enhance customer experience by achieving first call resolution and minimizing rejected resolutions and reopened cases.