ITSM Incident Manager

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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:

• Minimum of 5 years of experience in IT service management, with a focus on incident and problem management

Bonus points if you have:

• ITIL certification
• Jira
• Experience in a similar role within a large, complex organization
• Knowledge of project management methodologies and tools
• Strong understanding of ITIL framework and best practices
• Strong analytical and problem-solving abilities
• Strong communication skills, both written and verbal, with a focus on customer satisfaction
• Basic understanding of computer systems, networks, and software applications
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Security Clearance:

• Must have an active TS/SCI security clearance

#clearancejobs

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

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

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 youare 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.