Incident Management Specialist

You will be part of a global organization, ADB SAFEGATE, which is the market leader in Airfield Solutions with a presence in 2,300 airports and 40 offices worldwide. ADB SAFEGATE India Labs in Hyderabad is the latest software development hub where you will have the opportunity to work on innovative software solutions supporting airport operations. As an Incident Management Specialist, your main responsibility will be to ensure every IT user feels heard, helped, and satisfied. You will focus on maintaining high-quality standards in ServiceNow incident and request management, emphasizing communication, user satisfaction, and continuous improvement. Key Responsibilities: - Monitor and review workflows in ServiceNow to ensure accurate, timely, and user-focused resolution. - Track feedback, satisfaction scores, and follow up on negative experiences to manage user satisfaction effectively. - Develop and enforce user-centric communication guidelines for IT teams and partners to achieve communication excellence. - Audit compliance, recommend optimizations, and facilitate workshops and training to improve process adherence and outcomes. - Act as a bridge between IT teams, users, and service partners, collaborating with stakeholders to enhance service delivery. - Create dashboards/reports on speed, quality, satisfaction, and resolution effectiveness for reporting and analytics purposes. Qualifications Required: - Advanced ServiceNow user with experience in incident/request modules and reporting. - Proficiency in data analysis tools (Excel, Power BI), collaboration tools (Teams, Outlook), and documentation platforms (Word, Confluence, SharePoint). - Degree in ICT or equivalent work experience, along with fundamentals of ITIL, Agile, and Scrum. - Strong English communication skills (verbal and written) are essential. - Experience in ITSM platforms, basic knowledge of IT infrastructure and applications, and excellent organizational and stakeholder management skills are desired. You will have the opportunity to play a technical leadership role in shaping the future of airfield operations and contribute to the Airside 4.0 vision. ADB SAFEGATE offers a competitive salary, benefits, career growth opportunities, and a collaborative work culture that values your contributions. If you are energetic, highly motivated, and enjoy being a proactive problem solver with strong communication and organizational skills, this role is for you. Apply now to be part of a global team that values innovation in aviation and offers a flexible work environment. Please note that ADB SAFEGATE is an equal opportunity employer that does not discriminate against any employee or applicant based on protected characteristics. If you require assistance or reasonable accommodation during the application process or interview, please contact the Human Resources Department. Req Id: 1303 You will be part of a global organization, ADB SAFEGATE, which is the market leader in Airfield Solutions with a presence in 2,300 airports and 40 offices worldwide. ADB SAFEGATE India Labs in Hyderabad is the latest software development hub where you will have the opportunity to work on innovative software solutions supporting airport operations. As an Incident Management Specialist, your main responsibility will be to ensure every IT user feels heard, helped, and satisfied. You will focus on maintaining high-quality standards in ServiceNow incident and request management, emphasizing communication, user satisfaction, and continuous improvement. Key Responsibilities: - Monitor and review workflows in ServiceNow to ensure accurate, timely, and user-focused resolution. - Track feedback, satisfaction scores, and follow up on negative experiences to manage user satisfaction effectively. - Develop and enforce user-centric communication guidelines for IT teams and partners to achieve communication excellence. - Audit compliance, recommend optimizations, and facilitate workshops and training to improve process adherence and outcomes. - Act as a bridge between IT teams, users, and service partners, collaborating with stakeholders to enhance service delivery. - Create dashboards/reports on speed, quality, satisfaction, and resolution effectiveness for reporting and analytics purposes. Qualifications Required: - Advanced ServiceNow user with experience in incident/request modules and reporting. - Proficiency in data analysis tools (Excel, Power BI), collaboration tools (Teams, Outlook), and documentation platforms (Word, Confluence, SharePoint). - Degree in ICT or equivalent work experience, along with fundamentals of ITIL, Agile, and Scrum. - Strong English communication skills (verbal and written) are essential. - Experience in ITSM platforms, basic knowledge of IT infrastructure and applications, and excellent organizational and stakeholder management skills are desired. You will have the opportunity to play a technical leadership role in shaping the future