Incident Management Consultant

Securian Financial

Incident Management Consultant managing major IT incidents for Securian Financial. Responsible for leading incident governance and communication during critical service disruptions.

Posted 6/13/2026full-timeSaint Paul • Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $89,000 - $164,300 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own and govern end-to-end incident management: Lead process design, governance standards, operating procedures, and continuous improvement for incident and major incident management; serve as the authoritative point of accountability for how incidents are identified, prioritized, escalated, communicated, and managed through resolution to ensure consistent execution, business continuity, and organizational resilience.
Support and lead major incident response and communication: Partner with on-call technology leaders coordinating cross-functional service restoration while acting as the incident management SME; lead executive and business-facing communications with consistent, timely, and accurate updates aligned to standards, including 24/7/365 participation and after-hours stakeholder and executive engagement to support informed decision-making during high-impact events.
Establish standards, enforce adherence, and manage escalations: Define clear expectations for incident execution across internal teams and external service providers; oversee adherence to escalation models, runbooks, and operational standards; and serve as the escalation point for process, communication, and cross-domain coordination issues impacting enterprise operations.
Develop data-driven insight and improvement capabilities: Design, implement, and continuously enhance incident trending, problem identification, and availability reporting using ServiceNow data to identify recurring incidents, systemic issues, service availability risks, and reliability trends; use these insights to inform problem management engagement, corrective actions, and continuous improvement initiatives that improve service reliability and reduce operational risk across technology and business services.
Align practices with enterprise priorities and governance: Partner with technology leadership and business stakeholders to ensure incident, major incident, and availability practices align with enterprise business priorities and service commitments; contribute to governance forums, prepare leadership-level reporting, and advise on improvements to processes, metrics, communication models, and service reliability outcomes that support organizational objectives.

Requirements

What you’ll need

3-5+ years expertise in incident management and major incident management, including governance models, escalation frameworks, and executive level communication during critical incidents.
Strong working knowledge of problem management concepts, including trend analysis, recurrence identification, and collaboration with problem owners to drive 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.
Proven ability to design and maintain ServiceNow dashboards and analytics, including incident trends, problem indicators, service availability reporting, and operational risk insights.
Strong understanding of SLA/OLA structures, service availability models, service criticality, priority matrices, categorization and taxonomy design, and tiered escalation models.
Calm, accountable leadership under pressure: Leads major incidents with clear, authoritative communication, maintaining ownership and presence in 24/7/365 high visibility situations.
Influential cross-functional coordination: Drives alignment and action across technology teams, problem owners, and business stakeholders without direct authority, using strong facilitation skills.
Data-driven continuous improvement: Applies strong analytical thinking to translate incident and availability data into executive-ready insights, proactively driving measurable service reliability improvements.
Preferred Qualifications: ITIL 4 Foundation/Specialist certification. ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – IT Service Management (CIS‑ITSM). Experience using ServiceNow Performance Analytics to support incident trending, problem identification, and availability insights. Familiarity with integrating incident and availability data into problem management and service improvement workflows. Experience operating as a recognized subject matter expert within a complex, matrixed technology organization. Comfort operating in ambiguity and helping establish structure, standards, and governance in evolving or maturing operating models.

Benefits

Comp & perks

Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
Holidays: Securian provides nine company paid holidays.
Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.
Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.
Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial; Securian Young Professionals Network; Securian Multicultural Network; Securian Women and Allies Network; Servicemember Associate Resource Group.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementmajor incident managementgovernance modelsescalation frameworksproblem managementtrend analysisServiceNow ITSMSLA structuresdata analysisservice availability reporting

Soft Skills

leadership under pressurecross-functional coordinationanalytical thinkingcommunicationinfluential facilitationaccountabilityproactive problem-solvingcollaborationdecision-makingadaptability

Certifications

ITIL 4 FoundationServiceNow Certified System AdministratorCertified Implementation Specialist – IT Service Management