Incident Response Specialist

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); Hybrid; USD 56,000 - 68,000; Full time

Job summary

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal enterprise. You will coordinate cross-functional teams, drive rapid restoration of service, and maintain governance for incident logging, escalation, and reporting within ITIL-aligned processes.

The role requires a bachelor’s degree or equivalent, 1–3 years in IT operations or service management, strong problem-solving and communication skills, and a current secret security clearance.

Qualifications

• Bachelor’s degree or equivalent work experience in an IT-related field.
• 1–3 years of IT operations, service desk, incident coordination, or ITSM roles in enterprise or government environments.
• Foundational knowledge of incident management concepts including impact/urgency prioritization and escalation.
• Experience with incident management processes and tools, preferably ITSM platforms such as ServiceNow.
• Strong analytical, communication, and problem-solving skills under time pressure.
• Must possess a current secret security clearance.

Responsibilities

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

Skills

ITIL knowledge

Incident coordination

ServiceNow

Stakeholder comms

Cross-functional collaboration

Problem solving

Security clearance

Education

Bachelor's degree

Tools

ServiceNow

Job description

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal enterprise. You will coordinate cross-functional teams, drive rapid restoration of service, and maintain governance for incident logging, escalation, and reporting within ITIL-aligned processes.

The role requires a bachelor’s degree or equivalent, 1–3 years in IT operations or service management, strong problem-solving and communication skills, and a current secret security clearance.