Incident Response Lead — ITIL‑Driven ITSM Champion

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

Job summary

ASM Research, An Accenture Federal Services Company seeks an Incident Manager to oversee the end-to-end IT incident lifecycle in a highly regulated federal environment. You will coordinate cross-functional teams, stakeholders, and vendors to triage, prioritize, and restore services quickly while preserving governance and incident records.

The role emphasizes ITIL-aligned incident handling, post-incident reviews, and learning from trends to improve workflows and reporting.

Qualifications

• Bachelor’s degree in IT, CS, business admin or related field.
• 1–3 years IT ops, service desk, incident coordination, or ITSM roles.
• Foundational knowledge of incident management concepts, impact/urgency prioritization, escalations, and SLAs.
• Experience with enterprise ITSM tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving abilities under time pressure.
• Must possess a current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, app, security, and service desk teams using ITIL-aligned workflows.
• Monitor incident queues, SLAs, and priority matrices for timely resolution of high-impact issues.
• Administer ITSM platforms like ServiceNow to support logging, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to identify root causes and define corrective actions.
• Develop and maintain incident runbooks, escalation paths, and incident communications templates.
• Interface with stakeholders and leadership to provide updates, impact assessments, and recovery timelines.
• Analyze incident trends to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management practices to ensure standardization and continual improvement.

Skills

Incident management

IT operations

ServiceNow

Communication

Problem solving

Security clearance

Education

Bachelor's degree in IT/CS/Business Admin or equivalent

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company seeks an Incident Manager to oversee the end-to-end IT incident lifecycle in a highly regulated federal environment. You will coordinate cross-functional teams, stakeholders, and vendors to triage, prioritize, and restore services quickly while preserving governance and incident records.

The role emphasizes ITIL-aligned incident handling, post-incident reviews, and learning from trends to improve workflows and reporting.