Junior Incident Manager | ITIL & Rapid Response

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

Benefits offered by this job

ServiceNow Expertise

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal IT environment. You will coordinate cross-functional teams, triage and resolve incidents, and drive continuous improvement in incident workflows and reporting.

The role emphasizes governance, incident logging, escalation, and communications, with a focus on minimizing downtime for mission-critical systems. A secret clearance is required.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1-3 years in IT operations, service desk, incident coordination, or ITSM roles.
• Foundational knowledge of incident management concepts (impact/urgency prioritization, escalation paths, SLTs).
• Experience with ITSM tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills.
• Proven ability to manage IT incidents promptly in a mission-focused environment.
• Current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, 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 for incident recording, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to define corrective actions and feed lessons learned into processes.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders and leadership to provide incident updates and reports.
• Analyze incident trends and performance metrics to recommend improvements.
• Apply ITIL Incident Management practices for standardization and continual service improvement.

Skills

Incident management

ITIL

ServiceNow

Stakeholder communication

Analytical thinking

Vendor coordination

Security clearance

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal IT environment. You will coordinate cross-functional teams, triage and resolve incidents, and drive continuous improvement in incident workflows and reporting.

The role emphasizes governance, incident logging, escalation, and communications, with a focus on minimizing downtime for mission-critical systems. A secret clearance is required.