ITSM Incident Manager

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:**+ 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 clearanceAs 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, Maryland, 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. (https://www.accenture.com/us-en/careers/your-future-rewards-benefits) 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, Maryland, 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 (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)**_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 (https://afscommunities.force.com/careers/s/equal-opportunity-annual-policy) _._**_Los Angeles County Information Only_**_If you live in or expect to work from Los Angeles County if hired for this position, please review below for important additional information.__Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed in the job posting, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records._**_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._