Incident Management Consultant

Securian Financial

. Own and govern end-to-end incident and major incident management processes .

Posted 10/5/2026full-timeSaint Paul • Minnesota • United StatesMid-LevelSenior💰 $89,000 - $164,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident and major incident management, with a strong focus on governance, escalation frameworks, and executive communication. Proficient in utilizing ServiceNow for incident processes, reporting, and analytics to drive service reliability and continuous improvement.

Highest-signal resume keywords

Incident Management ExpertiseServiceNow ITSM ProficiencyGovernance Model DesignExecutive-Level CommunicationProblem Management Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementMajor Incident ManagementTrend AnalysisRoot Cause AnalysisService Availability ReportingSLA/OLA StructuresPriority MatricesEscalation FrameworksServiceNow Dashboard DesignServiceNow Analytics

Soft Skills

Cross-Functional CoordinationAnalytical ThinkingFacilitation SkillsCommunication SkillsAbility to Operate in Ambiguity

Tools & Technologies

ServiceNowServiceNow ITSMServiceNow Performance Analytics

Certifications & Qualifications

ITIL 4 Foundation/SpecialistServiceNow Certified System AdministratorCertified Implementation Specialist – IT Service Management

Industry Keywords

Incident ResponseService ReliabilityOperational Risk InsightsContinuous ImprovementGovernance Standards

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own and govern end-to-end incident and major incident management processes
Lead process design, governance standards, operating procedures, and continuous improvement
Serve as the authoritative accountability point for incident identification, prioritization, escalation, communication, and resolution
Lead major incident response and coordinate cross-functional service restoration with on-call technology leaders
Lead executive and business-facing communications with timely and accurate updates
Participate in 24/7/365 incident response and after-hours stakeholder and executive engagement
Define expectations for incident execution across internal teams and external service providers
Oversee adherence to escalation models, runbooks, and operational standards
Serve as escalation point for process, communication, and cross-domain coordination issues
Design and enhance incident trending, problem identification, and availability reporting using ServiceNow data
Identify recurring incidents, systemic issues, service availability risks, and reliability trends
Inform problem management engagement, corrective actions, and continuous improvement initiatives
Align incident, major incident, and availability practices with enterprise priorities and service commitments
Contribute to governance forums, prepare leadership-level reporting, and advise on process, metrics, communication, and service reliability improvements

Requirements

What you’ll need

3-5+ years of expertise in incident management and major incident management
Experience with governance models, escalation frameworks, and executive-level communication during critical incidents
Strong working knowledge of problem management concepts, trend analysis, recurrence identification, and root cause outcomes
3-5+ years of advanced hands-on experience with ServiceNow ITSM, specifically Incident and Major Incident processes, SLAs, priority models, notifications, and reporting
Ability to design and maintain ServiceNow dashboards and analytics
Knowledge of incident trends, problem indicators, service availability reporting, and operational risk insights
Understanding of SLA/OLA structures, service availability models, service criticality, priority matrices, categorization and taxonomy design, and tiered escalation models
Ability to lead major incidents with clear, authoritative communication in 24/7/365 high-visibility situations
Strong facilitation and cross-functional coordination skills without direct authority
Strong analytical thinking and ability to translate incident and availability data into executive-ready insights
Preferred: ITIL 4 Foundation/Specialist certification
Preferred: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – IT Service Management (CIS-ITSM)
Preferred: Experience with ServiceNow Performance Analytics
Preferred: Familiarity with integrating incident and availability data into problem management and service improvement workflows
Preferred: Experience as a subject matter expert in a complex, matrixed technology organization
Preferred: Comfort operating in ambiguity and establishing structure, standards, and governance

Benefits

Comp & perks

Paid time off, with additional PTO based on length of service
Parental, caregiver, bereavement, and military leave
Nine company-paid holidays
Company-funded pension plan
401(k) retirement plan with company contribution tied to performance, up to 10% of eligible earnings, with a 5% target
Medical, dental, and vision coverage from the first day of employment for associates and eligible family members
Company-sponsored volunteer events
Volunteer paid time off
Dollar-for-dollar matching gift program
Associate Resource Groups
Hybrid work arrangement with virtual and in-office work
Flexible scheduling based on business and personal needs