Junior Incident Manager: ITIL‑Driven Incident Response

ASM Research, An Accenture Federal Services Company; Jefferson City (MO); 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 end-to-end IT incident lifecycles in a highly regulated federal environment. You will coordinate cross-functional teams, triage incidents by impact and urgency, and drive rapid restoration of services.

The role emphasizes governance of incident logging, escalation, and communications while driving continuous improvement through root-cause analysis and workflow enhancements.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1-3 years of IT operations, service desk, incident coordination, or related ITSM roles in enterprise or government environments.
• Experience with incident management concepts, including impact/urgency-based prioritization and escalation paths.
• Experience working with incident management processes and tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills; able to work with technical teams, stakeholders, and vendors under time pressure.
• Current secret security clearance.
• ITIL Foundation certification or equivalent training is preferred.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL-aligned practices.
• Monitor incident queues, SLA performance, and priority matrices for 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 for problem and change management.
• Develop and maintain incident runbooks, templates, and escalation paths for mission-critical systems.
• Interface with business leadership to provide incident progress updates and post-incident reporting.
• Analyze incident trends and metrics to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management best practices to ensure standardization and continual service improvement.

Skills

Analytical skills

Communication

Problem-solving

Team collaboration

Time management

Security clearance

Education

Bachelor’s degree

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a highly regulated federal environment. You will coordinate cross-functional teams, triage incidents by impact and urgency, and drive rapid restoration of services.

The role emphasizes governance of incident logging, escalation, and communications while driving continuous improvement through root-cause analysis and workflow enhancements.