Aspiring Incident Manager — ITIL, ServiceNow, Federal

ASM Research, An Accenture Federal Services Company; Phoenix (AZ); On-site; USD 62,000 - 106,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a highly regulated federal IT environment. You'll coordinate cross-functional teams, ensure rapid restoration of services, and drive continual improvements across incident workflows and reporting.

Responsibilities include managing incident queues, escalating where required, and delivering post-incident reviews with actionable RCAs.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• Experience in IT operations, service desk, or incident coordination in enterprise or government environments.
• Foundational knowledge of incident management concepts, impact, urgency, and SL targets.
• Experience with ITSM processes and tools, preferably ServiceNow.
• Strong analytical and communication skills for cross-functional collaboration.
• Must possess a current secret security clearance.

Responsibilities

• Lead coordination of incident response across multiple teams using ITIL-aligned practices.
• Monitor queues, SL performance, and priority matrices for high-impact incidents.
• Administer ITSM platforms to support incident recording, routing, and escalation.
• Conduct post-incident reviews and define corrective actions.
• Develop runbooks, templates, and escalation paths for major events.
• Interface with leadership to provide incident progress updates and reports.
• Analyze trends to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management best practices for governance and continual improvement.

Skills

Incident management

Analytical skills

Communication

Problem solving

Cross-functional coordination

ServiceNow

Education

Bachelor's degree (IT / CS / Biz Admin)

Current secret security clearance

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a highly regulated federal IT environment. You'll coordinate cross-functional teams, ensure rapid restoration of services, and drive continual improvements across incident workflows and reporting.

Responsibilities include managing incident queues, escalating where required, and delivering post-incident reviews with actionable RCAs.