Incident, Problem, Event, Knowledge Manager

Description Our 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. The role defines standards, enforces accountability, and drives maturity across Tier 1-4 IT support teams, while operational teams remain under separate management. Key Responsibilities Incident & Major Incident Governance Own and govern the Incident Management process, including priority definitions (P1-P4), SLAs, and lifecycle standards Lead the Major Incident Management framework, including activation criteria, command structure, executive communication standards, and post-incident reviews (PIRs) Act as the senior escalation point during Major Incidents Ensure incidents are correctly logged, classified, escalated, and closed Problem Management Design and implement a formal Problem Management capability Define and enforce root cause analysis (RCA) standards Ensure PIR outputs feed into Problem records and corrective actions Identify recurring incident trends and drive structural fixes Event Management Define Event Management scope and standards Improve alert-to-incident practices over time Work toward reducing false positives and improving signal quality Knowledge Management Design and govern Knowledge Management standards Ensure knowledge articles are created from incident resolution and PIRs Define article lifecycle, quality standards, and governance model Maturity Uplift & Governance Lead maturity uplift from "crawl" to "walk" within the first year Develop roadmaps and phased implementation plans Enforce standards across IT teams without direct authority Train teams on new processes and expectations Reporting & Leadership Engagement Produce KPI and SLA reporting for IT leadership Surface non-compliance, gaps, and risks through governance channels Represent all four value streams in operational and governance forums Skills Incident management ITIL Problem management Root cause analysis ITSM Troubleshooting ServiceNow Ivanti Additional Skills & Qualifications Experience in regulated or compliance-driven environments Exposure to enterprise ITSM platforms (tool-agnostic) Personal Attributes Critical for Success High emotional intelligence and composure Patient, persistent, and unflappable Comfortable challenging non-compliance professionally Pragmatic change agent (incremental improvement over sweeping change) Respected for experience, judgment, and consistency Certifications ITIL certification preferred but not mandatory Experience Level Expert Level Job Type & Location Contract to Hire, Spring, TX. This is a hybrid position. Pay and Benefits Pay range: $65.00 – $75.00/hr. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, vacation or sick leave) Application Deadline This position is anticipated to close on Apr 7, 2026. Equal Opportunity Employer The 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. J-18808-Ljbffr