{"schemaVersion":"jobsearcher.job.v1","id":"b9248a6406870ec4efdf9540","url":"https://jobsearcher.com/jobs/b9248a6406870ec4efdf9540","canonicalUrl":"https://jobsearcher.com/jobs/b9248a6406870ec4efdf9540","title":"Incident, Problem, Event, Knowledge Manager","description":"Description\r\nOur client is seeking an ITSM Governance Lead to own and mature Incident Management (including Major Incident governance), Problem Management, Event Management, and Knowledge Management. This is a governance and process ownership role, not a service desk management position.\r\nThe role defines standards, enforces accountability, and drives maturity across Tier 1-4 IT support teams, while operational teams remain under separate management.\r\nKey Responsibilities\r\nIncident & Major Incident Governance\r\nOwn and govern the Incident Management process, including priority definitions (P1-P4), SLAs, and lifecycle standards\r\nLead the Major Incident Management framework, including activation criteria, command structure, executive communication standards, and post-incident reviews (PIRs)\r\nAct as the senior escalation point during Major Incidents\r\nEnsure incidents are correctly logged, classified, escalated, and closed\r\nProblem Management\r\nDesign and implement a formal Problem Management capability\r\nDefine and enforce root cause analysis (RCA) standards\r\nEnsure PIR outputs feed into Problem records and corrective actions\r\nIdentify recurring incident trends and drive structural fixes\r\nEvent Management\r\nDefine Event Management scope and standards\r\nImprove alert-to-incident practices over time\r\nWork toward reducing false positives and improving signal quality\r\nKnowledge Management\r\nDesign and govern Knowledge Management standards\r\nEnsure knowledge articles are created from incident resolution and PIRs\r\nDefine article lifecycle, quality standards, and governance model\r\nMaturity Uplift & Governance\r\nLead maturity uplift from \"crawl\" to \"walk\" within the first year\r\nDevelop roadmaps and phased implementation plans\r\nEnforce standards across IT teams without direct authority\r\nTrain teams on new processes and expectations\r\nReporting & Leadership Engagement\r\nProduce KPI and SLA reporting for IT leadership\r\nSurface non-compliance, gaps, and risks through governance channels\r\nRepresent all four value streams in operational and governance forums\r\nSkills\r\nIncident management\r\nITIL\r\nProblem management\r\nRoot cause analysis\r\nITSM\r\nTroubleshooting\r\nServiceNow\r\nIvanti\r\nAdditional Skills & Qualifications\r\nExperience in regulated or compliance-driven environments\r\nExposure to enterprise ITSM platforms (tool-agnostic)\r\nPersonal Attributes Critical for Success\r\nHigh emotional intelligence and composure\r\nPatient, persistent, and unflappable\r\nComfortable challenging non-compliance professionally\r\nPragmatic change agent (incremental improvement over sweeping change)\r\nRespected for experience, judgment, and consistency\r\nCertifications\r\nITIL certification preferred but not mandatory\r\nExperience Level\r\nExpert Level\r\nJob Type & Location\r\nContract to Hire, Spring, TX. This is a hybrid position.\r\nPay and Benefits\r\nPay range: $65.00 – $75.00/hr.\r\nMedical, dental & vision\r\nCritical Illness, Accident, and Hospital\r\n401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\r\nLife Insurance (Voluntary Life & AD&D for employee and dependents)\r\nShort and long-term disability\r\nHealth Spending Account (HSA)\r\nTransportation benefits\r\nEmployee Assistance Program\r\nTime Off/Leave (PTO, vacation or sick leave)\r\nApplication Deadline\r\nThis position is anticipated to close on Apr 7, 2026.\r\nEqual Opportunity Employer\r\nThe company is an equal opportunity employer and will consider all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.\r\nJ-18808-Ljbffr","company":"TEKsystems","rawCompany":"teksystems","city":"Spring","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-04-10T05:02:02.470Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Incident, Problem, Event, Knowledge Manager","description":"Description\r\nOur client is seeking an ITSM Governance Lead to own and mature Incident Management (including Major Incident governance), Problem Management, Event Management, and Knowledge Management. This is a governance and process ownership role, not a service desk management position.\r\nThe role defines standards, enforces accountability, and drives maturity across Tier 1-4 IT support teams, while operational teams remain under separate management.\r\nKey Responsibilities\r\nIncident & Major Incident Governance\r\nOwn and govern the Incident Management process, including priority definitions (P1-P4), SLAs, and lifecycle standards\r\nLead the Major Incident Management framework, including activation criteria, command structure, executive communication standards, and post-incident reviews (PIRs)\r\nAct as the senior escalation point during Major Incidents\r\nEnsure incidents are correctly logged, classified, escalated, and closed\r\nProblem Management\r\nDesign and implement a formal Problem Management capability\r\nDefine and enforce root cause analysis (RCA) standards\r\nEnsure PIR outputs feed into Problem records and corrective actions\r\nIdentify recurring incident trends and drive structural fixes\r\nEvent Management\r\nDefine Event Management scope and standards\r\nImprove alert-to-incident practices over time\r\nWork toward reducing false positives and improving signal quality\r\nKnowledge Management\r\nDesign and govern Knowledge Management standards\r\nEnsure knowledge articles are created from incident resolution and PIRs\r\nDefine article lifecycle, quality standards, and governance model\r\nMaturity Uplift & Governance\r\nLead maturity uplift from \"crawl\" to \"walk\" within the first year\r\nDevelop roadmaps and phased implementation plans\r\nEnforce standards across IT teams without direct authority\r\nTrain teams on new processes and expectations\r\nReporting & Leadership Engagement\r\nProduce KPI and SLA reporting for IT leadership\r\nSurface non-compliance, gaps, and risks through governance channels\r\nRepresent all four value streams in operational and governance forums\r\nSkills\r\nIncident management\r\nITIL\r\nProblem management\r\nRoot cause analysis\r\nITSM\r\nTroubleshooting\r\nServiceNow\r\nIvanti\r\nAdditional Skills & Qualifications\r\nExperience in regulated or compliance-driven environments\r\nExposure to enterprise ITSM platforms (tool-agnostic)\r\nPersonal Attributes Critical for Success\r\nHigh emotional intelligence and composure\r\nPatient, persistent, and unflappable\r\nComfortable challenging non-compliance professionally\r\nPragmatic change agent (incremental improvement over sweeping change)\r\nRespected for experience, judgment, and consistency\r\nCertifications\r\nITIL certification preferred but not mandatory\r\nExperience Level\r\nExpert Level\r\nJob Type & Location\r\nContract to Hire, Spring, TX. This is a hybrid position.\r\nPay and Benefits\r\nPay range: $65.00 – $75.00/hr.\r\nMedical, dental & vision\r\nCritical Illness, Accident, and Hospital\r\n401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\r\nLife Insurance (Voluntary Life & AD&D for employee and dependents)\r\nShort and long-term disability\r\nHealth Spending Account (HSA)\r\nTransportation benefits\r\nEmployee Assistance Program\r\nTime Off/Leave (PTO, vacation or sick leave)\r\nApplication Deadline\r\nThis position is anticipated to close on Apr 7, 2026.\r\nEqual Opportunity Employer\r\nThe company is an equal opportunity employer and will consider all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.\r\nJ-18808-Ljbffr","datePosted":"2026-04-10T05:02:02.470Z","dateModified":"2026-04-10T05:02:02.470Z","hiringOrganization":{"@type":"Organization","name":"TEKsystems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Spring","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"b9248a6406870ec4efdf9540"},"url":"https://jobsearcher.com/jobs/b9248a6406870ec4efdf9540"}}