Emerging Incident Response Lead (ITIL/ITSM)

ASM Research, An Accenture Federal Services Company; Charleston (WV); 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 federally regulated environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and ensure rapid service restoration with minimal disruption to mission‑critical systems.

You will drive continuous improvement by analyzing trends, conducting root‑cause reviews, and updating runbooks and escalation paths.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• 1-3 years of IT operations, service desk, incident coordination, or related ITSM roles.
• Foundational knowledge of incident management concepts including impact/urgency prioritization and escalation.
• Experience with ITSM tools, preferably ServiceNow.
• Strong communication and problem‑solving skills for cross‑functional collaboration.
• Must possess a current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL‑aligned workflows.
• Monitor incident queues and SLAs to ensure timely resolution of high‑impact incidents.
• Administer ITSM platforms like ServiceNow to support incident recording, routing, escalation, and knowledge capture.
• Conduct post‑incident reviews to identify root causes and define corrective actions.
• Develop runbooks, templates, and escalation paths for major events.
• Provide clear incident progress updates and post‑incident reporting to stakeholders.
• Analyze incident trends to recommend improvements in processes, automation, and monitoring.
• Apply ITIL Incident Management practices to ensure governance and continual service improvement.

Skills

Incident management

ServiceNow

ITIL

Stakeholder collaboration

Analytical skills

Education

Bachelor's degree in IT/CS/Business Administration

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 federally regulated environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and ensure rapid service restoration with minimal disruption to mission‑critical systems.

You will drive continuous improvement by analyzing trends, conducting root‑cause reviews, and updating runbooks and escalation paths.