Incident Response Lead (ITIL) for Enterprise IT

ASM Research, An Accenture Federal Services Company; Bismarck (ND); 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 the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment. You will coordinate cross-functional teams, prioritize based on impact, and ensure rapid restoration of services through ITIL-aligned processes.

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

Qualifications

• Bachelor’s degree in IT, CS, or related field or equivalent 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, escalation paths, and SL targets.
• Experience with incident management processes and tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills, able to work with teams under time pressure.
• Demonstrated ability to manage and resolve IT incidents promptly with minimal disruption.
• Current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL-aligned practices.
• Monitor incident queues, SL performance, and priority matrices for timely resolution of high-impact incidents.
• Administer and optimize ITSM platforms such as ServiceNow for incident recording, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to define root causes and corrective actions, integrating lessons learned into change management.
• Develop and maintain incident runbooks, templates, and escalation paths for mission-critical systems.
• Interface with stakeholders to provide incident progress updates, impact assessments, and post-incident reporting.
• Analyze incident trends to recommend process, automation, and monitoring improvements to reduce downtime.
• Apply ITIL Incident Management best practices for standardization and continual service improvement.

Skills

Incident management

ITIL

ServiceNow

Stakeholder comms

Vendor coordination

Education

Bachelor’s degree

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment. You will coordinate cross-functional teams, prioritize based on impact, and ensure rapid restoration of services through ITIL-aligned processes.

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