Junior IT Incident Escalation Coordinator

ASM Research, An Accenture Federal Services Company; Oklahoma City (OK); On-site; USD 70,000 - 97,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks an Escalation Manager, Junior to coordinate IT incident escalations in a regulated federal environment. You validate priority, route to resolver groups, and ensure timely communication while supporting escalation lifecycles and audit-ready documentation.

You will assist with bridge calls, capture notes, and contribute to lessons-learned and continuous improvement activities.

Qualifications

• Bachelor’s degree (or equivalent) in IT, CS, Business Admin, or related field.
• 0–3 years IT support, service desk, incident management, or related roles.
• Foundational knowledge of ITIL principles and ITSM tools.
• Strong problem-solving, analytical, communication, and interpersonal skills; manage multiple incidents.
• Current secret security clearance is required.

Responsibilities

• Apply escalation management concepts to initiate functional and hierarchical escalations.
• Review incident details to validate priority and route to resolver groups with ownership for follow-up.
• Monitor SLA targets, identify risks of breach, and prompt actions to restore services.
• Document escalation cases with timelines, actions, decisions, and outcomes for auditability.
• Support cross-functional participation by organizing bridge calls and capturing notes.
• Utilize ITSM tools to track escalations and report on volume, resolution time, and patterns.
• Collaborate with senior escalation or incident response personnel on processes and standards.

Skills

Problem solving

Analytical thinking

Communication skills

Interpersonal skills

Education

Bachelor’s degree (or equivalent work experience)

Tools

ITIL

ITSM tools

Incident management tools

Job description

ASM Research, An Accenture Federal Services Company, seeks an Escalation Manager, Junior to coordinate IT incident escalations in a regulated federal environment. You validate priority, route to resolver groups, and ensure timely communication while supporting escalation lifecycles and audit-ready documentation.

You will assist with bridge calls, capture notes, and contribute to lessons-learned and continuous improvement activities.