Incident Management Associate - ITIL, ITSM & ServiceNow

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

Job summary

ASM Research seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in an enterprise federal environment, coordinating cross-functional teams to triage, prioritize, and resolve incidents with minimal mission disruption.

You will administer ITSM workflows in ServiceNow, apply ITIL-aligned practices, conduct post-incident reviews, and drive improvements to incident tooling and reporting while maintaining a current secret security clearance and a strong focus on prioritized,

Qualifications

• Bachelor’s degree in IT, CS, business, or equivalent work experience.
• 1–3 years IT operations, service desk, or incident coordination experience.
• Foundational incident management knowledge with impact/urgency prioritization.
• Experience with ITSM tools, preferably ServiceNow.
• Strong analytical and communication skills; ability to work under pressure.
• Current secret security clearance.

Responsibilities

• Lead cross-functional incident response across IT domains using ITIL-aligned workflows.
• Monitor queues, SLAs, and priority matrices for high-impact incidents.
• Administer and optimize ITSM platforms to ensure consistent incident handling.
• Conduct post-incident reviews and drive corrective actions.
• Develop runbooks and escalation paths for major events.
• Provide status updates to stakeholders and leadership during incidents.
• Analyze trends and recommend improvements to reduce downtime.
• Apply ITIL Incident Management practices for standardization and compliance.

Skills

Incident management

ServiceNow

ITIL

Team coordination

Communication

Problem solving

Security clearance

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

ASM Research seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in an enterprise federal environment, coordinating cross-functional teams to triage, prioritize, and resolve incidents with minimal mission disruption.

You will administer ITSM workflows in ServiceNow, apply ITIL-aligned practices, conduct post-incident reviews, and drive improvements to incident tooling and reporting while maintaining a current secret security clearance and a strong focus on prioritized,