Incident Response Coordinator — IT Operations

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee end‑to‑end IT incident lifecycles in a highly regulated federal IT environment. You will coordinate cross‑functional teams, ensure rapid restoration of service, and maintain governance for logging, escalation, and communications across ITSM processes.

You will drive continuous improvement by analyzing incident trends, conducting root‑cause reviews, and recommending enhancements to workflows, tooling, and

Qualifications

• Bachelor’s degree or equivalent in IT, CS, business, or related field.
• Foundational incident management concepts and ITIL practices.
• Experience coordinating IT incidents in enterprise or government environments.

Responsibilities

• Lead cross‑functional incident response across infrastructure, apps, security, and service desk.
• Monitor queues and SLAs to resolve high‑impact incidents promptly.
• Administer ITSM platforms (ServiceNow) for incident logging, routing and escalation.
• Conduct post‑incident reviews and drive root‑cause analysis.
• Develop runbooks, templates, and escalation paths for major events.
• Provide incident updates to leadership with impact and recovery timelines.
• Analyze trends to recommend automation and monitoring improvements.
• Apply ITIL practices to ensure governance and continuous service improvement.

Skills

Incident management

ServiceNow

ITIL

Communication skills

Analytical skills

Security clearance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee end‑to‑end IT incident lifecycles in a highly regulated federal IT environment. You will coordinate cross‑functional teams, ensure rapid restoration of service, and maintain governance for logging, escalation, and communications across ITSM processes.

You will drive continuous improvement by analyzing incident trends, conducting root‑cause reviews, and recommending enhancements to workflows, tooling, and