ITSM Incident and Problem Manager

Company: Accenture Federal Services
Location: Washington
Posted on: April 5, 2026

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, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are 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! Serve as the ITSM Incident and Problem Manager for one of the largest federal financial systems, providing end?to?end ownership of the ITIL Incident and Problem Management lifecycle. This role ensures rapid service restoration, long?term operational stability, and strong cross?functional coordination across a multi?vendor, high?visibility environment. The Work: Oversee the full Incident and Problem Management processes, from intake through resolution and post?incident analysis. Direct incident response across 150 contractors and consultants, coordinating triage, escalation, communications, and service restoration across 10 bureaus. Monitor and audit SLAs/OLAs, ensure compliance with contractual service levels, publish performance scorecards, and drive continuous improvement. Lead Root Cause Analysis and Problem Management by identifying trends, addressing systemic issues, and validating corrective actions with technical SMEs. Partner with ServiceNow teams to design and enhance ITSM workflows, including routing, prioritization, categorization, SLAs, knowledge suggestions, and reporting. Implement AI?assisted workflows to reduce manual effort, improve documentation quality, accelerate ticket resolution, and ensure process adherence. Provide ITIL?aligned process governance and audit oversight, ensuring compliance with federal standards and agency service expectations. Develop and maintain executive dashboards and reporting for senior leadership, offering real?time visibility into service performance, SLA compliance, aging incidents, and operational risks. Facilitate major incident bridges, leading impact assessments, communications, and cross?team coordination during high?severity events. Manage the Problem Management backlog, prioritizing issues based on business impact and confirming completion of corrective actions. Lead continual service improvement initiatives, identifying inefficiencies, recommending automation, and implementing best practices. Ensure accuracy and quality of incident records, problem records, knowledge articles, and post?incident reviews. Collaborate with Change Management so incidents and problems inform change risk assessments and future preventive actions. Support audits (A?123, financial statement, FISCAM/NIST ITGC) by providing required evidence, procedures, and workflow traceability. Here’s What You Need: Deep knowledge of ITIL v4 practices (Incident, Problem, Change, Knowledge, SLA/Service Level, and Continual Improvement) Strong communication and stakeholder management skills in high?visibility federal environment Experience in multi?vendor, highly regulated, large?scale operational settings Ability to translate technical issues into clear operational and business impacts Experience with automation tools, AI/ML?enabled workflows, and advanced ServiceNow reporting/dashboarding 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, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland . 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, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is: $130,000 - $150,000 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 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.

Keywords: Accenture Federal Services, Catonsville , ITSM Incident and Problem Manager, IT / Software / Systems , Washington, Maryland