Junior IT Incident Response Lead

ASM Research, An Accenture Federal Services Company; Olympia (WA); 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 the end‑to‑end lifecycle of IT incidents within a highly regulated federal IT environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and ensure rapid restoration of services with minimal mission disruption.

The role involves governance for logging, categorization, escalation, and communications, plus driving continuous improvement through trend analysis,

Qualifications

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

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL‑aligned workflows.
• Monitor incident queues, SLAs, and priority matrices to ensure timely resolution of high‑impact incidents.
• Administer ITSM platforms such as ServiceNow to support incident recording, routing, escalation, and knowledge capture.
• Conduct post‑incident reviews to identify root causes and define corrective actions.
• Develop and maintain incident runbooks, templates, and escalation paths for mission‑critical systems.
• Interface with stakeholders and leadership to provide incident updates, impact assessments, and recovery timelines.
• Analyze incident trends to recommend process improvements, automation, and monitoring.
• Apply ITIL Incident Management practices to ensure standardization and continual service improvement.

Skills

ITIL knowledge

Incident management

Communication

Analytical skills

Stakeholder management

Vendor coordination

Education

Bachelor's degree in IT/CS/Business or related

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 within a highly regulated federal IT environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and ensure rapid restoration of services with minimal mission disruption.

The role involves governance for logging, categorization, escalation, and communications, plus driving continuous improvement through trend analysis,