ServiceNow Incident Management Process Owner

Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 784,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.

The ServiceNow Incident Management Process Owner is accountable for the governance, design, effectiveness, and continual improvement of the Incident Management process within the ServiceNow platform. This role ensures incidents are managed consistently, services are restored efficiently, business impact is minimized, and the process complies with ITIL best practices, organizational policies, and audit requirements.

The Process Owner owns the Incident Management process framework and controls, not the operational resolution of individual incidents.

Key Responsibilities

Process Ownership & Governance:
• Own the end-to-end Incident Management process lifecycle, including policies, standards, procedures, and controls.
• Define, maintain, and approve Incident Management documentation (policies, SOPs, workflows).
• Act as the authoritative decision-maker for process design, standards, and exceptions.
• Ensure consistent execution of the process across all support and resolver teams.

ServiceNow Incident Management Ownership:
• Own Incident Management configuration in ServiceNow (lifecycle states, categorization, prioritization, SLAs, dashboards).
• Review and approve Incident-related changes impacting process behavior.
• Ensure integration with Problem, Change, Knowledge, and CMDB processes.

Metrics, Performance & Quality:
• Define and track KPIs and SLAs.
• Monitor process health and perform trend analysis.
• Manage a team that performs Incident Quality Assurance Checks.

Risk, Compliance & Audit:
• Maintain audit-ready documentation and evidence.
• Partner with GRC and audit teams and remediate findings.

Training & Enablement:
• Define RACI and support training and onboarding activities.

Continual Improvement:
• Own continual improvement backlog and drive automation and optimization initiatives.

#LI-LATAM

Required Qualifications

• Experience in IT Service Management with strong Incident Management focus.
• Hands-on ServiceNow Incident Management governance experience.
• Knowledge of ITIL v4 practices.
• Experience supporting audit and compliance controls.

Preferred Qualifications

• ITIL v4 certification.
• ServiceNow CSA or ITSM certification.
• Experience in large or global IT environments.

Success Measures

• Improved SLA attainment and lifecycle efficiency.
• Improved quality and consistency of incident records.
• Reduced incident recurrence.
• Strong audit outcomes with minimal findings.

What we offer:

• 👩‍⚕️ Health and Life Insurance​

• 💻 Internet reimbursement​

• 🗓 Accenture days! 3 additional vacation days​

• 🎂 Birthday leave​

• ➕ On site doctor​

• 💯And more benefits

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

 Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.