Junior IT Incident Escalation Coordinator

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Junior Escalation Manager to coordinate escalated IT incidents affecting mission-critical systems in a regulated federal environment.

You will validate priority and impact, route issues to the appropriate resolver groups, and maintain audit-ready documentation throughout the escalation lifecycle, while supporting bridge calls and contributing to lessons-learned and continuous improvement activities.

Qualifications

• Bachelor’s degree (or equivalent) in IT, CS, or related field.
• 0–3 years in IT support, service desk, or incident management.
• Foundational ITIL knowledge and ITSM experience.
• Current secret security clearance.

Responsibilities

• Initiate functional and hierarchical escalations for time-sensitive incidents.
• Validate priority and impact, route to resolver groups, and own follow-up.
• Monitor SLA targets and prompt actions to restore services.
• Document cases with timelines, actions, and outcomes for auditability.
• Support bridge calls and capture notes with next steps.
• Track escalations using ITSM tools and report on volumes and patterns.

Skills

ITIL knowledge

Incident management

Communication skills

Analytical skills

Security clearance

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, seeks a Junior Escalation Manager to coordinate escalated IT incidents affecting mission-critical systems in a regulated federal environment.

You will validate priority and impact, route issues to the appropriate resolver groups, and maintain audit-ready documentation throughout the escalation lifecycle, while supporting bridge calls and contributing to lessons-learned and continuous improvement activities.