IT Incident Lead — 24/7, ITIL & ServiceNow

ASM Research, An Accenture Federal Services Company; Dover (DE); 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 lifecycle of IT incidents in a large enterprise, coordinating cross-functional teams, vendors and stakeholders to restore services quickly and safely.

This role emphasizes ITIL practices, ServiceNow tooling, incident prioritization by impact and urgency, and post‑incident reviews to drive process improvements in a highly regulated federal environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• 1–3 years of IT operations, service desk, incident coordination, or related IT service management roles in enterprise/government environments.
• Foundational knowledge of incident management concepts including impact/urgency prioritization, escalation paths, and SLAs.
• Experience with incident management processes and tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills for cross-functional collaboration.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams.
• Monitor incident queues, SLAs, and priority matrices to ensure timely resolution of high-impact incidents.
• Administer ITSM platforms (e.g., ServiceNow) for incident logging, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to identify root causes and actions, integrating lessons learned into processes.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders to provide incident updates, impact assessments, and recovery timelines.
• Analyze incident trends to recommend improvements in processes, automation, and monitoring.
• Apply ITIL Incident Management best practices for standardization and continual improvement.

Skills

Incident management

ServiceNow

Analytical skills

Communication

Problem solving

Education

Bachelor’s degree in IT, CS, or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a large enterprise, coordinating cross-functional teams, vendors and stakeholders to restore services quickly and safely.

This role emphasizes ITIL practices, ServiceNow tooling, incident prioritization by impact and urgency, and post‑incident reviews to drive process improvements in a highly regulated federal environment.