FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Technology Incident Management and Governance, with a strong focus on incident lifecycle management, data analysis, and stakeholder collaboration. Proficient in developing governance solutions and metrics to enhance operational effectiveness and compliance.
Highest-signal resume keywords
Technology Incident ManagementIncident GovernanceServiceNow Incident ManagementITIL Foundation CertificationData-Driven Decision-Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident Management LifecycleTrend AnalysisRoot Cause AnalysisControl Effectiveness MonitoringGovernance PracticesPerformance IndicatorsChange ManagementOperational ResilienceStakeholder CommunicationsCorrective Action Management
Soft Skills
Verbal CommunicationWritten CommunicationCollaborationAnalytical SkillsProblem-Solving
Tools & Technologies
ServiceNowReporting ToolsGovernance MetricsKPI Monitoring
Certifications & Qualifications
ITIL Managing ProfessionalService Management Certification
Industry Keywords
Risk Management FrameworkOperational RiskIncident Management GovernanceCompliance StandardsEnterprise Standards
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Support and maintain the Technology Incident Management and Incident Governance framework enterprise-wide
- Ensure major incidents, operational incidents, and service disruptions are managed consistently and in alignment with enterprise standards
- Provide governance oversight, reporting, trend analysis, control effectiveness monitoring, and continuous improvement across the Incident Management lifecycle
- Review and challenge incident records, escalations, communications, and closure activities for compliance with enterprise standards
- Monitor Incident Management controls and identify opportunities to strengthen governance, accountability, and operational effectiveness
- Partner with Major Incident Managers, Technology teams, Service Management, Risk, and Audit stakeholders
- Develop governance solutions and recommendations based on business strategy and stakeholder needs
- Conduct independent reviews of incident trends, control effectiveness, and recurring operational issues
- Support strategic initiatives with internal and external stakeholders
- Build relationships with Technology, Risk, Service Management, Audit, and business stakeholders
- Analyze incident metrics, root cause data, and governance indicators to drive continuous improvement
- Build change management plans and lead or participate in readiness, planning, stakeholder management, execution, evaluation, and sustainment activities
- Produce executive-level Incident Management reporting and insights for senior leadership, governance committees, and risk stakeholders
- Define communication plans, tailored messaging, and distribution channels to influence behaviour
- Maintain governance metrics, KPIs, control monitoring, and reporting processes
- Coordinate Incident Management governance activities, including reporting, control assessments, policy and standard maintenance, training and awareness, and continuous improvement initiatives
- Support Incident Governance forums and committees through agenda management, reporting materials, documentation distribution, action tracking, and meeting minutes
- Exercise judgment to identify, diagnose, and solve complex problems independently
- Apply the Risk Management Framework to make sound, risk-informed decisions that protect the bank and align with business strategy
Requirements
What you’ll need- 4-6+ years of experience in Technology Incident Management, Major Incident Management, Incident Governance, IT Service Management (ITSM), Operational Resilience, or Technology Risk
- Strong understanding of the Incident Management lifecycle, including incident identification, triage, escalation, restoration, stakeholder communications, root cause analysis, and corrective action management
- Experience developing, monitoring, and reporting on Incident Management metrics, controls, governance practices, and performance indicators within ServiceNow
- Experience conducting trend analysis and providing recommendations based on incident data and operational risk insights
- Familiarity with ServiceNow Incident Management, Major Incident Management, Problem Management, and reporting tools
- ITIL Foundation, ITIL Managing Professional, or related Service Management certification considered an asset
- Technical proficiency gained through education and/or business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- In-depth data-driven decision-making skills
- Ability to apply the Risk Management Framework, Risk Culture, approved Risk Appetite, policies, standards, procedures, laws, and regulations
Benefits
Comp & perks- Health insurance
- Tuition reimbursement
- Accident insurance
- Life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- Training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process