Junior Incident Manager (ITIL-Driven Response)

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

Job summary

ASM Research, an Accenture Federal Services company, in Columbia, SC, seeks an Incident Manager to oversee the end‑to‑end lifecycle of IT incidents in a highly regulated federal IT environment, coordinating cross‑functional teams to restore services quickly.

You will monitor queues and SLAs, manage ServiceNow workflows, conduct post‑incident reviews, and push continual improvements. A BA/BS and 1–3 years of IT operations experience, plus a current secret security clearance, are required.

Qualifications

• Bachelor’s degree or equivalent work experience in IT/related field.
• 1–3 years IT operations, service desk, incident coordination, or ITSM roles in enterprise/government environments.
• Foundational knowledge of incident management concepts (impact/urgency prioritization, escalation paths, SLTs).
• Experience with incident management processes/tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills; ability to work under time pressure with cross-functional teams.
• Current secret security clearance required.

Responsibilities

• Lead coordination of incident response across infrastructure, applications, security, and service desk teams.
• Monitor incident queues, SLAs, and priority matrices to resolve high-impact incidents.
• Administer and optimize ITSM platforms such as ServiceNow for incident handling.
• Conduct post-incident reviews to identify root causes and define corrective actions.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders to provide incident progress updates and post-incident reporting.
• Analyze incident trends to recommend process, automation, and monitoring improvements.

Skills

Incident management

ITIL framework

Analytical thinking

Communication skills

Problem solving

Team collaboration

Security clearance (secret)

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services company, in Columbia, SC, seeks an Incident Manager to oversee the end‑to‑end lifecycle of IT incidents in a highly regulated federal IT environment, coordinating cross‑functional teams to restore services quickly.

You will monitor queues and SLAs, manage ServiceNow workflows, conduct post‑incident reviews, and push continual improvements. A BA/BS and 1–3 years of IT operations experience, plus a current secret security clearance, are required.