Junior Incident Manager - ITIL Incident Response

ASM Research, An Accenture Federal Services Company; Trenton (NJ); 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 drive rapid restoration with minimal disruption to mission-critical systems.

The role includes managing ITSM processes in ServiceNow, conducting post-incident reviews, and developing runbooks and templates to standardize communications and escalation

Qualifications

• Foundational knowledge of incident management concepts (impact/urgency prioritization, escalation paths, SLA targets).
• Strong analytical, communication, and problem-solving skills for cross-functional coordination.
• Experience with incident management processes and tools, preferably ITSM platforms like ServiceNow.

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) to support incident logging, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to identify root causes and corrective actions.
• Develop and maintain incident runbooks, communication templates, and escalation paths for major events.
• Interface with stakeholders to provide incident progress updates, impact assessments, and recovery timelines.
• Analyze incident trends to recommend improvements in processes and tooling.
• Apply ITIL Incident Management practices to ensure standardization and continual service improvement.

Skills

Analytical skills

Communication skills

Problem-solving

Education

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

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 drive rapid restoration with minimal disruption to mission-critical systems.

The role includes managing ITSM processes in ServiceNow, conducting post-incident reviews, and developing runbooks and templates to standardize communications and escalation