*Securian Financial Group’s internal position title is Infrastructure Consultant.
Position Summary:
The Incident Management Consultant serves as the process owner and subject matter expert for incident and major incident management within IT Service Management, accountable for defining, governing, and continuously improving practices that protect enterprise service availability, minimize business disruption, and enable rapid restoration of services relied upon across the organization.
The role leads and oversees major incident response across the full lifecycle, including maintaining 24/7/365 availability for high-severity incidents, and facilitates end-user and executive-facing communication during both business and after-hours events. The consultant partners closely with technology and business leaders to ensure incidents are managed in alignment with enterprise business impact, risk tolerance, regulatory requirements, and service commitments affecting both customer-facing and internal operations.
In addition to operational leadership, the consultant develops and sustains capabilities for incident trending, problem identification, and availability reporting, translating operational data into insights that support enterprise risk awareness, service reliability, and operational decision-making. The role collaborates closely with Problem & Knowledge Management, REO operations and engineering teams, platform teams, and leadership to strengthen governance, transparency, and outcomes that extend beyond IT into broader business performance.
Responsibilities include but not limited to:
- 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.
Qualifications:
- 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.
#LI-Hybrid **This position will have a hybrid working arrangement, working in-office for a minimum of 3 days a week.**
Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re in a commutable distance (90 minutes) you’ll join us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.
Preferred Skills:
Cross-Functional Collaboration, Cross-Functional Coordination, Incident Management, Problem Solving, ServiceNow Platform
The estimated base pay range for this job is:
$89,000.00 - $164,300.00
Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.
Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:
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:
- Environmental Health & Sustainability
- Mental Wellness and Disability
- Pride at Securian Financial
- Securian Young Professionals Network
- Securian Multicultural Network
- Securian Women and Allies Network
- Servicemember Associate Resource Group
For more information regarding Securian’s benefits, please review our Benefits page.
This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.
Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).
Securian Financial is a drug-free workplace.
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