Incident Manager in Training — ITIL & 24x7 Ops

ASM Research, An Accenture Federal Services Company; Salt Lake City (UT); 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 regulated federal environment. You will coordinate cross‑functional teams, vendors, and stakeholders to restore services rapidly with minimal disruption to mission‑critical systems.

You will apply ITIL‑aligned practices, manage incident queues in ServiceNow, and lead post‑incident reviews, driving continuous improvement and governance across incident logging,

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent relevant work experience.
• 1–3 years IT operations or ITSM experience in enterprise/government environments.
• Foundational knowledge of incident management concepts, including impact/urgency prioritization and escalation paths.
• Experience with incident management processes and tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills.
• Demonstrated ability to manage IT incidents promptly with minimal disruption.
• Current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams.
• Monitor incident queues, SLAs, and priority matrices for timely resolution of high-impact incidents.
• Administer and optimize ITSM platforms such as ServiceNow to support logging, routing, and escalation.
• Conduct post-incident reviews to define root causes and corrective actions.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders to provide incident progress updates and recovery timelines.
• Analyze incident trends to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management best practices for standardization and continual service improvement.

Skills

Incident management

ServiceNow

Communication skills

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

ITSM platforms

ServiceNow ITSM

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a regulated federal environment. You will coordinate cross‑functional teams, vendors, and stakeholders to restore services rapidly with minimal disruption to mission‑critical systems.

You will apply ITIL‑aligned practices, manage incident queues in ServiceNow, and lead post‑incident reviews, driving continuous improvement and governance across incident logging,