ITSM Incident Manager

Job Description

Job Description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000 people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Job Description :

We are seeking an experienced and proactive ITSM Incident Manager to oversee the incident management process. This role is crucial for ensuring that IT services are restored swiftly and effectively following any disruptions, minimizing impact on business operations and maintaining high levels of service quality.

The Work :

• Oversee and manage incidents and problem management processes in Jira, ensuring incidents are logged, categorized, prioritized, and resolved in accordance with service level agreements (SLAs)
• Coordinate with various teams and stakeholders to drive efficient incident resolution and implement strategies to improve service delivery and enhance customer satisfaction
• Prepare and distribute regular incident reports, including root cause analysis and remediation plans
• Identify trends and areas for improvement, implementing best practices to enhance the incident management process
• Maintain clear and timely communication with stakeholders throughout the incident lifecycle, providing updates and managing expectations
• Conduct post-incident reviews to identify lessons learned and prevent recurrence
• Track and manage the implementation of corrective actions from post-incident reviews, ensuring that lessons learned are applied effectively to prevent recurrence and improve future incident management processes
• Develop and maintain incident management metrics and performance dashboards in Power BI, providing clear visibility into incident trends, resolution times, and areas for improvement
• Create and manage PowerPoint presentations as needed to communicate key incident management metrics, trends, and insights for executive and stakeholder reviews
• Present incident management data and analysis during meetings, providing actionable insights on service performance and recommendations for continuous improvement

Here's what you need :

Bonus points if you have :

Security Clearance :

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As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New York, Washington, and the District of Columbia . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New York, Washington, and the District of Columbia is :

97,300—$196,500 USD

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.  Read more here

Equal Employment Opportunity Statement

Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the  Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you   are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Salary : $97,300 - $196,500